Getting Rid of the Rulebook

Companies must have rules & regulations to make its business run smoothly... but in this time of fierce competition & much talk of improving customer service, doesn't judgment on a one-to-one basis have a place?

11 Ways to be the Greatest Receptionist Ever

It all starts with YOU, the receptionist. Director of First Impressions...

7 Secrets for Moving Customers Out of a Hardball Mentality

Here are 7 proven tips for moving customers out of a hardball mentality into a constructive dialogue.

It's Time To Look At Our Attitude And How It Affects Our Customer Service

America's pastime cannot be played without gravity. Our Customer Service cannot be provided without a Great Attitude.

Cellular Retailers Must Greet Customers within 30 Seconds - Study

A simple hello can go a long way in wireless retail, but a recent J.D. Power and Associates customer satisfaction study makes a startling case for the conventional in-store greeting. The study found that overall customer satisfaction declines considerably if customers' wait time (the time before customers are greeted upon entry) exceeds 30 seconds.

Customer Service - A Smile Makes All the Difference

All of us have had waiters and waitresses (now called servers) who were discourteous. Lack of courtesy can ruin an evening. Similarly, courtesy can make an ordinary evening special. This essay describes one server's courteous and respectful service.

Creative and Innovative Culture, Change Management - Three Easy Tests

Creativity can be defined as problem identification and idea generation and innovation can be defined as idea selection, development and commercialisation. From this simple definition, it is clear that certain cultural characteristics ought to be prevalent if creativity and innovation are to be maximised. And maximisation of these ought to be a priority for senior leaders, as those organisations that take them seriously, tend to be leaders in their field, tend to maintain their leadership position longer and are quicker to bounce back when competitors leap frog.

Change Management

The world is changing at a very fast pace. The major effect is on business where organisations faces day to day changes because of mergers,launching of new products, technological advancements etc. this article covers methods to incorporate change in them.

Managing Change -- Endings Are Just Doorways to New Beginnings

Stop looking at your endings as negative things that happen to you even when they bring pain and stress. The bridge between our endings and new beginnings is like a growth spurt. Every human on the planet experiences a growth spurt every now and then. They don’t stop just because we’re all grown up! This article gives tips on how to handle life’s growth spurts caused by a continuous cycle of endings and new beginnings, and how to see them as blessings of new possibilities and fruitfulness.

Don't Forget Where You Came from - Why the Past is Important in Implementing Business Change

Much of the literature and advice on implementing business change focuses on knowing where you are going and making sure that you understand and communicate a consistent vision of the future. Indeed, I have looked at the importance of this in an earlier article in this series. This article, however, looks at the past and its often under-estimated importance in implementing change.

Follow My Leader - To Effect Change, Leaders Must Walk the Talk!

In any change project, a leader must wear many hats, however his/her role can be split into two key areas: 1. Set the strategic direction of the change and; 2. Convince everyone of its importance. The importance of the first part of this role is generally understood and is for another article on another day, however the second part is often overlooked (or done very badly) and can be of even greater importance. Where this point is addressed, it is generally done by giving presentations and distributing memos. Although these can be necessary, they are often ignored or just paid lip service if the most important method of communicating the importance of the project is missed – action.

Change Management Needs External Focus

Poor managerial performance is viewed more as structural rather than market factors. The mantra of the managements for increasing efficiencies and profitability is more often than not structural adjustments within the organization.

Change Management - Urgent Information

You can get change working in your favor. I have used the following suggestions to get positive change management outcomes over the past 17 years. The following is urgent information because every day you don't use it is a day in which you will live in fear of an uncertain future

Change at the Work Place - Don't Move that Cheese

Change in life is inevitable. As sooner as we can adopt to change the better we will be able to position ourselves and make the best out of it. This is especially true when it comes to change at work.

Totally Different Questions

In a high-speed global marketplace that reverberates daily with quick-shifting customer expectations and demands from the marketplace to immediately respond, companies may no longer rest on their laurels or keep doing things the way they’ve traditionally been done. The smartest, most successful companies, for example, take pains to pursue not only present customer desires but anticipated, as-yet unexpressed, customers needs and desires in the future. Such projections require both research and imagination.