Submitted by Sal Silvester on March 31, 2010
I had my annual physical the other day, and it reminded me of how customer service can be so bad, and how easy it could be to be really good.
Here's how my experience went at the doctor's office.
"Hi, my name is Sal Silvester. I am here for an 8:30 appointment."
Receptionist partially ignores me, continues to dial a phone call, and points a finger at me as if to say "hold on for one minute." My mother always taught me to never point fingers.
Submitted by Sal Silvester on March 25, 2010
Date/Time: Tuesday, March 30th; 12:00 - 1:00 mountain standard time
The workforce is aging, and in the next 5-8 years, 40-65% of the US public and private workforce will be ready to retire. A change in middle management and executive leadership is inevitable. Is your organization prepared? Who will transition into those roles and how will it happen?
Submitted by Sal Silvester on March 23, 2010
What’s your role in your organization? Who are your customers – internal and external?
A common mistake that I see too many people making is that they think their role means that everyone else in the organization should revolve around them.
Take for example a Human Resource Professional, a Communications Manager, and a Sales person.
Submitted by Sal Silvester on March 18, 2010
Submitted by Sal Silvester on March 16, 2010
I am on my 6th iphone. Yup, number 6.
The problem is that the phone does everything really well, except make phone calls.
And that's a issue for me, since I spend an enormous amount of time on the phone with my clients.
Last week was the last straw. So, as I had done five times in the past, I made an appointment with a Genius at the Apple store and filed my complaint.
Submitted by Sal Silvester on March 4, 2010
Making the transition from peer to manager can be challenging. Change of status and responsibility when you transition into a leadership role can affect both personal and work relationships. I first encountered this type of challenge and opportunity as a young army officer. One day I was playing golf with my buddy, and the next day he was reporting to me as my Operations Officer.
As I work with organizations and teams around the country, I see two sets of common symptoms that may indicate a new manager is struggling.
Submitted by Sal Silvester on February 26, 2010
One of my best clients introduced me to a book last year by Brian Tracy called Eat That Frog. It has some great ideas to stop procrastinating and get more done in less time. And, now it's out in its second edition.
I was just reviewing his chapter on "Motivate Yourself Into Action"and thought I would share a passage.
"It turns out that optimists have four spcial behaviors, all learned through practice and repetition.
Submitted by Sal Silvester on February 24, 2010
The Dream Manager is a quick read and very inspirational. Get some great ideas on how you can create remarkable results by helping your employees fulfill their dreams. Heck, if it's possible to reduce attrition at a Janitorial Services Company, in can happen in any company.
Check it out for some good ideas.
Submitted by Sal Silvester on February 16, 2010
Have you ever stepped back and watched team members respond to a decision?
It’s really an interesting dynamic to watch.
I just watched a group of mid-level managers react to a decision that their management team made - three months ago. There clearly is not commitment amongst this group (once again, these are mid-level managers).
Submitted by Sal Silvester on February 10, 2010
If retaining talent is not high on your list of concerns in 2010, then it should be.
I have seen way too many executives and hiring managers think that with the down economy and high unemployment rate there’s no need to worry about employee retention. This line of thinking will lead you down a slippery slope, especially as the economy begins to recover.