Archive for the 'Employees' Category

Mar 09 2014

The Happiness Advantage

What if you could improve your productivity by 30% without sacrificing happiness? We’ve been told that if you  have a good work ethic and work really hard,  you can be successful and then you will be happy.   New discoveries in psychology say this formula is backwards. If you reverse the order of the formula, you […]

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Jul 16 2013

Hot Stove Rule and Employee Discipline

“NO…NO…HOT!” I said, as my toddler reached for the stove. “HOT!” Fair and effective employee discipline has the same characteristics as a “Red Hot Stove:” forewarning, immediate, consistent and impartial. According to leadership expert Douglas McGregor, all four should be applied to employee discipline.

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Apr 13 2013

Complaints are GIFTS!

THANK YOU! Thank customers who complain; their complaint is truly a “gift.” It’s easier to see complaints as gifts by considering what could have happened: • The customer doesn’t complain but takes their business to your completion. • The customer talks to coworkers, family and friends about your business. • Posts their complaint on the […]

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Feb 22 2013

80/20 Rule of the Vital Few

Imagine your overall effectiveness if you reduced your tasks to 20% of your normal work load. Choose the right 20%, your productivity and effectiveness could actually increase! It’s called the 80/20 Rule. In 1906, Italian economist and sociologist, composed mathematical formula describing Switzerland’s dis-proportioned income distribution. Pareto observed 20 of the population held 80 percent […]

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Feb 08 2013

Court Your Customers

Attracting, Delighting, and Retaining Customers Is Like Courtship

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Jan 29 2013

Bridging the Service Gap

How to bridge the “service gap” when customers and employees live on opposite sides. Service Circa 1968’s In my childhood memories, my mother pulls up to the gas station. A man dressed in a crisp uniform jogs to the driver’s window. “Fill ‘er up?” he asks politely. “Regular or Ethel?” That same uniformed service professional […]

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