10 October-Only Morale & Productivity Boosters
The foundation of good morale and productivity is hiring the right people. Yes – don’t hire grumps. And the people must have clear roles, responsibilities, expectations and goals. And they must receive training and coaching which includes feedback, direction, support and recognition from a trusted manager or coach.
Read more10 Dancing Skeletons
When things don’t go as desired, a simple apology may be enough. Or a discount. Or a systems review. Something simple and quick and we can move on. But sometimes something more is needed. A master of mistake management is quick to observe the potential development of a skeleton; is well aware of the value of getting it out of the closet; and knows how to make it dance. Here are ten examples of dancing skeletons:
Read morejetBlue Dance Marathon
Remember the major ice storm on Valentines Day in 2007? Jet Blue cancelled 1000 flights. Passengers were stuck on planes for up to 9 hours. There was no way to get rid of this skeleton. They could have let it just stand there and scare people off. Instead, they made it dance.
Read moreProtected: The Hot Spot List
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Read moreProtected: Quote of the Week: Skeletons in your closet?
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Read more10 Reminders About ANGRY Customers
This approach is far better for productivity, morale and overall business performance. It requires In order to do that, a mind shift is often needed…one that makes it possible to hear customers in a different way. It’s amazing how resolutions change when the customer feels heard.
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