Monthly Archives: May 2015

Advance Interview Planning

Let me say upfront, that you may not need every step outlined in this article. So, just focus on the steps that apply to the interview situation for which you are preparing. As a matter of practice every candidate invited

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Posted in Hiring

Customer Issues … 4 Colossal Issues

I two recent posts on resolving customer issues, I presented some issues and offered some solutions. This is another serving of some colossal customer service issues. Customer Insists on Being Right In some customer interactions, it seems like their goals

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Posted in Customer Service

Resolve Customer Issues … 3 sticky ones!

Karl Albrecht and Ron Zemke said that, “In designing services, we need to remember that our logic is not necessarily the same as the customer’s logic and losing sight of the customer’s logic can lead to an introverted organization.” Those

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Posted in Customer Service

Obstacles … even more for successful change!

If we know where to go, why is change so difficult? There are a variety of obstacles that companies may need to overcome and that may hinder their efforts to achieve successful change. These hurdles are as diverse as the

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Posted in Change Management

Change … the selling and implementation!

Your managerial responsibility is to prepare your team for change. If your company has been acquired, merged, or downsized or restructured life in the organization will be different. Your team needs to prepare for that change. Take advantage of this

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Posted in Change Management

Ready, Set, Change … the 20% solution!

Vilfredo Pareto, an Italian economist, observed in 1906 that twenty percent of the Italian people owned eighty percent of their country’s accumulated wealth. Over time and through application in a variety of environments, this analytic has come to be called

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Posted in Change Management

Did I Make Myself Clear … about Writing?

Small words require clear thinking and large words often make writing unclear. Obscured ideas fail to communicate, as in this example: Our inability to approve your application for credit based on insufficient down payment and the potential inability to meet

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Posted in Communication Skills

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