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Let’s face it – most of us have a unique talent for procrastination! Instead of that difficult report, we work on email. Instead of having that difficult conversation, we call a friend. Instead of working on that status report, we do laundry or online shopping. The holiday season brings a diversity of needs and a…
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Many people are approaching the end of 2021 with a sense that a New Normal may be emerging. Kids are back in school, families are gathering again, and businesses are settling into new telework and remote work patterns. At the same time, many are experiencing stress and challenges at work in managing supply chain challenges,…
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Different employees want different developmental opportunities. Some prefer the stability of a long-term dedicated role; others want to be stretched to grow and learn something new. Some may see new opportunities as the organization just continuing to raise the stakes; others may seek that challenge. For high-performing employees who want to be stretched, the most…
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With rapid shifts in the economy and business landscape, retaining current employees feels like an important mandate. Employee retention is certainly vital for operations and continuity. It is also important to be objective in weighing both their value to you, and your value to them. Here are some questions to ask in this process. How…
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The news is tough these days for organizational managers! They need to redefine the workplace for a more virtual remote workforce; they face daily supply chain uncertainties and constraints; and turnover seems to be at an all-time high. In the face of all this uncertainty and change, how do you best engage and retain? Here…
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Communication is essential for most human-to-human interactions, and customer service is a key example of these interactions. Effective customer service involves “reading” the other person, gathering information, and responding to those needs. Here are examples of how great communication supports customer service: Suspend judgement. Serving customers requires an open mind, so you are gathering information…
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The pandemic has fundamentally changed many businesses, and the expectations and needs of many customers. How can a business learn from and use these changes to improve customer service? First, it is important to evaluate how customers and their habits have changed over the past several months. How have their goals changed? How do they…
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Recent news stories have described the challenges that many customer service professionals face in today’s environment. These stories capture customer impatience with understaffed businesses, objections to public health guidance and irritation about missing items due to supply chain shortages. Many customer service representatives are taught that the customer is always right. And it’s true, your…
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Preparedness takes different forms and needs different tools depending on who is impacted and when. Here are two scales to consider: WHO: Is the focus on the individual, or the larger office or organization? WHEN: Is the focus on an immediate emergency or event, or longer-term safety planning? When combining these scales, there are four…
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There has been a significant shift towards work-at-home arrangements over the past couple of years, and many see the remote workplace as a permanent feature in the future. For organizations, this is a good time to think about new workplace safety needs in this virtual environment. As we prepare for National Preparedness Month, here are…
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