When I began consulting with my current largest client, I was surprised to discover that some of the marketing people had a habit of making condescending remarks about their customers. (more…)
When I began consulting with my current largest client, I was surprised to discover that some of the marketing people had a habit of making condescending remarks about their customers. (more…)
Several years ago, a professor of philosophy introduced me to an idea I have used to clarify my thinking and make the right business decisions time and again. You may find it as useful as I do. (more…)
Good leaders handle bad news quickly and personally.
Step 1: They make an immediate assessment of what went wrong, the extent of the problem or damage, and the causes.
Handwritten notes are much more effective than typed memos or e-mails for all sorts of occasions. Just two: praising subordinates or sending a special thank you to a colleague or partner. Keep a set of high-quality personalized note cards in your desk. And make it a point to write a few brief notes each week. The time it will take is negligible, and the impact it can make is immeasurable. (more…)
Whenever you make an important deal, quickly follow up with a short memo. Identify what you think is the “spirit” of the deal, the big picture. Do this whether the deal comes with a written contract or is simply a verbal agreement. (more…)
In my experience, nothing motivates people more than tracking their productivity and posting the results for all to see. And technology is readily available to track the performance of customer-service reps, data-input operators, salespeople, and the like. (more…)