Recently I was driving to work and my mobile phone rang. The call was from a salesperson who works for the Atlanta Braves Baseball Team and he was trying to get me to buy tickets for employees or customers. “Thanks, but I am not interested”, I said, ready to hang up. He replied, “Oh, then is there someone else I should be talking to instead of you? I was transferred here?”. I replied, “No, I am the local Site Leader. We recently surveyed our employees and there was not a lot of interest in Braves Tickets”. “Really? I am surprised to hear that. It reallyRead More →

As we wrap up 2016, I have a special end of year gift for you! Five tips to catapult employee engagement and satisfaction during the holiday season. As John F. Kennedy said “One person can make a difference and everyone should try”. Why not try at least one of these tips before December 31, 2016? Reflect on and recognize full year achievements: Take the time to ponder all of the contributions of your team and cross-functional colleagues and surface those that deserve special recognition. This could take many forms including phone calls, emails, hand written notes or formal awards. The most important thing is toRead More →

I was recently asked what my personal, key tenants or beliefs are about providing a great customer experience. After pondering this for a few moments, I came up with 4 primary themes which evolved into this week’s blog post on 4 Key Tenants That Drive Positive Customer Experiences: 1) Employees first: We won’t make any progress if we focus on the customer experience without first ensuring that we have a team of satisfied and engaged employees with the right training, tools, leadership and information to succeed. Employees deliver the customer experience. Therefore, employees are the customer experience. 2) Communicate, communicate, communicate: Any customer facing situation, noRead More →

I believe that top notch communication skills are THE most important set of skills that any leader, at any level needs to possess and consistently hone. This includes verbal, written and virtual communication, across multiple mediums. I recently pulled together 10 of the better leadership communication articles from the first half of 2016. Please add any that I may have missed to the comments section. I hope that you find them helpful and thought provoking. Communication is the glue by Tim McMahon, A Lean Journey blog 5 tips for improving leadership communication by Brent Gleeson, Forbes.com Communication, the most important key to leadership success byRead More →