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Turning Your Organization Upside Down

After listening to an angry customer vent his dissatisfaction with the organization’s service, a supervisor replied, “If it’s any consolation to you, we treat our employees worse than we treat our customers.” You’ve heard it said that no one can serve two masters. In too many organizations with their traditional top down hierarchy, that means […]

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Put Employees First to Delight Customers

How can apathetic or disengaged frontline servers produce happy customers? Some exceptional employee will delight customers despite how they’re treated by their boss or the organization. Most don’t. The vast majority of employees directly reflect the care and service they experience every day in their team or workplace. “The Secret to Delighting Customers? Put Employees […]

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Feedback is Critical to Leadership and Organization Effectiveness

We are working with a large industrial company having big problems with a multi-billion dollar project that will make or break the company’s future. To understand the roots of this potential disaster we interviewed and surveyed key project leaders, managers, and executives. This was followed by offsite retreats with key leaders that included “moose hunting” […]

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