Many of this month’s blog posts have been around improving the rampant levels of declining customer service levels in most organizations. Managers often point to frontline servers attitudes as the source of the problem and look for quick motivational or training fixes. But who hired the servers? Who trains them? Who provides the systems and […]
Read post »As I reset and rebalance with summer R & R (relaxation and rejuvenation), I am giving you some blog R & R (reusing and recycling). Many of this summer’s blogs are past favorites. May you use them for your own R & R (review and refocus). Hope these R helpful! P.S. – What’s a pirate’s […]
Read post »One of the root causes of our accountability mess is looking for who, not what went wrong. This leads to a search for the guilty as the cause of breakdowns in customer service, quality, communication, teamwork, and the like. It becomes a hunt to fix the blame more than fixing the problem. But those […]
Read post »I was interviewing a leadership team member to prepare for an offsite planning retreat. I asked about the biggest challenges facing their team. She wearily said it was their unfocused frantic pace of activity. “We have lots of projects, goals, and priorities. We’re constantly making lists and setting action plans. But we seldom see […]
Read post »It’s been 60 years since Bob Dylan wrote his iconic song, The Times They Are a-Changin’, heralding the massive societal shifts about to rock the 1960s. We could apply these lines to today’s organizations: Your old road is rapidly agin’ Please get out of the new one If you can’t lend your hand For the […]
Read post »We’ve got a big leadership “opportunity.” Cynicism and trust are falling. According to the General Social Survey, the belief that “most people can be trusted” has dropped from 45% to 30% in the last five decades. It’s a global issue. This year, the annual Edelman Trust Barometer found that nearly 60% of people in 27 […]
Read post »Is your organization suffering from truth decay? Honesty, integrity, and trust are critical in chaotic times. We need everyone actively engaged in looking for innovative new ways to deal with unprecedented disruptions. In their study, Innovation by All, Great Place to Work concluded organizations with high-trust cultures involve and engage many more employees than most […]
Read post »You know how some “technogeeks” joyfully create features that are really fun for them, but regular people don’t use? In 2017 I began a project to review the hundreds of customized workshops/retreats I’ve delivered, 15 years of blog posts, and my ongoing reading and research. I was looking to identify the core themes and topics […]
View page »Since the fall of 2017 when I began this book development project, over 600 readers have helped distill, rank order, and provide rich insight on the topic areas most relevant in these turbulent times. I VERY MUCH appreciate your part in that. It took me longer than I’d planned to scope out the four topic […]
View page »You know how some “technogeeks” joyfully create features that are really fun for them, but regular people don’t use? In 2017 I began a project to review the hundreds of customized workshops/retreats I’ve delivered, 15 years of blog posts, and my ongoing reading and research. I was looking to identify the core themes and topics […]
View page »With years of travel I’ve experienced the full range of frontline servers. Some are warm, friendly, and genuinely want to help. They seem to have bounced out of bed that morning thinking “how can I brighten our customers’ day?” Others are sour and surly. For them, customer service is an oxymoron and a huge pain […]
Read post »Two-day Workshop led by Jim Clemmer Crazy busy leaders can’t afford to waste time with endless leadership theories (250,000 books on leadership and culture alone?!) – they can’t afford the trial and error of competing leadership theories – and they definitely can’t afford to stall. The Leading Edge workshop cuts to the core of what’s […]
Read post »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 […]
Read post »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 […]
Read post »As part of their “weLEAD Leadership Series,” Greg Thomas conducted this exclusive interview with Jim Clemmer: 1. Jim, what can you tell us about The CLEMMER Group and its origins? What makes The CLEMMER Group truly unique? The CLEMMER Group is a management consulting firm specializing in organization, team, and personal transformation. We provide strategic […]
View page »Timeless Principles for Team and Organization Success Based on the overwhelmingly positive feedback for his previous bestseller, Growing the Distance, Jim Clemmer wrote The Leader’s Digest using the same “leadership wheel” framework. By popular demand, he continues with the unique format interweaving pithy quotations, anecdotes, and insightful commentary. Buy at Amazon If you’re looking for […]
View page »Measurement is an essential and very important tool for transforming and improving organization effectiveness. Discover the Organizational Measurement and Feedback approaches that can help you to avoid the pitfalls and pave your organization's pathway to success.
Read article »Measure from the outside in to effectively focus, measure, problem solve and improve your organization.
Read article »A company's external customer service is only as strong as the company's internal leadership, and the culture of commitment that this leadership creates.
Read article »One deadly consequence of the management credibility gap is that employees emotionally distance and disengage themselves from their bosses and their organizations, and this we/they schism can have profoundly negative consequences.
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