The difference between a great customer interaction and a bad one was, in many cases, as simple as a smile. That’s what Sears Home Services, the $2.7 billion arm of the nationwide retail chain responsible for customers’ in-home installations and repairs, found after a full performance analysis of its field service … Read more
When I start working with organizations, I like to take some time to meet with the employees. I find that listening to how they describe their own organization — its values, behaviors, and attitudes — often shows more about the company’s real culture than anything the management says. And one … Read more
Managers often talk about “empowering” employees. Books are written about it. Studies show it improves productivity, quality, employee satisfaction, and customer service. We all know it’s important, but the fact of the matter is that most of the time, when managers try to empower their employees, they miss out on … Read more
When you hear the words “one-on-one training,” your first impulse is probably to throw your hands in the air and explain about your squeezed budget. But fear not. We understand resources are tight. But even in today’s era of less-than-luxurious learning and development spending, there’s still a case to be … Read more
I’ve worked as a training director in two companies. In my previous role, I managed a group of 13 trainers and instructional designers. But in my current role, I am what many would call a “department of one”. I never really cared for that label, as it almost seemed to … Read more
