As baseball great Yogi Berra (known for his “Yogiisms”) or Canada’s bombastic hockey commenter, Don Cherry, might have said “it ain’t rocket surgery.” Dissatisfied frontline servers don’t produce satisfied customers. Disengaged employees don’t provide the discretionary effort leading to peak performance. Discontented team members don’t create inspired and energized teams. In a thriving and highly […]
Read post »My last post looked at a common cause of poor internal or external customer service rooted in not seeing – or hearing – customers in 3D. A major contributor to this problem, and the resulting “functional chimneys,” is management’s failure to listen to the needs of service teams and their individual contributors. “If you don’t […]
Read post »I’ve spent all of 2009 with my head deep into research, writing, and speaking about dealing with change and adversity, personal growth, and leading ourselves and others “above the line.” That path inevitably leads into the critical topic of resilience. As the old truism reminds us; it’s not what happens to us but what we […]
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