When It Comes to Conflict, Leadership Matters!
When calculating the ultimate success of your business, there's a lot of metrics involved. Expenses, salaries, invoices, numbers of all kinds flying in and out of accounts all over the place.
This is where we share our thoughts on leadership, management, and employee development. We write about our own thoughts and share the insights of others (sometimes in the same blog!). Please share your comments with us. Whether you agree, disagree, want to discuss further—whatever. We learn and get stronger when we share ideas and resources.
What Can We Learn From a Difficult Conversation? A Lot!
When calculating the ultimate success of your business, there's a lot of metrics involved. Expenses, salaries, invoices, numbers of all kinds flying in and out of accounts all over the place.
Positive Conflict? Yes! It Does Exist.
One of the best things about conflict is how it can draw attention to an issue. Arguments and fights are extreme versions of this, but generally at the heart of every conflict is an issue that needs to be resolved....
Value Your Technicians, Listen to Their Feedback, And Change Your Business for the Better
More and more, we see the importance of merging customer service with other areas of service, including for our technicians in the field. With field service techs being, quite literally, the faces of the company, it's important to equip them...
Valuing Both Internal and External Customers
It’s becoming a well-known fact that customer service can make or break a business, especially in today’s business world. With how rapidly word can spread about a negative customer experience or a poorly handled attempt to fix an error, making...
Making Service More Than Reactive: Implementing Proactive Service
With all kinds of service calls, packed schedules, and constantly changing demands on businesses, it’s easy to slip into what we call (and what feels like) reactive service. Reactive service happens when businesses, and all their moving parts, react to...
Customer Service Technicians: Field Techs Stepping Up!
It goes without question that, when working with technicians and hands on service workers, technical skill is essential. But it’s becoming more and more clear that having the skill to do a job isn’t the only thing that matters anymore.
The Bottom Line: How Customer Service Changes Everything
When calculating the ultimate success of your business, there's a lot of metrics involved. Expenses, salaries, invoices, numbers of all kinds flying in and out of accounts all over the place.
Taking the Career Path Less Traveled
Imagine you’re going out for a beautiful hike, moderately challenging, some ups and downs, a joyful adventure on a great day. Maybe you’re like me, and you have the route completely planned out in your GPS so all things go...
Career Pathing, and Why You Should Do It More
Career pathing (is that even a word?) sounds a bit like I just made it up for a convenient verb, but it's one of the most important activities to do with yourself and the people you're leading every day.