Progressive Discipline – 4 Steps to Successful Employee Progressive Discipline

Managers hope that employees follow policy, accomplish goals and get along with co-workers. Unfortunately, there are times when that does not happen and managers are forced to correct and discipline employees.

Managers hope that employees follow policy, accomplish goals and get along with co-workers.

Unfortunately, there are times when that does not happen and managers are forced to correct and discipline employees.  This is one of the least favorite responsibilities of a manager – but a necessary  part of  managing employee performance. Read the Full Article →

Free Customer Comment Card Template

Comment Card Example

Businesses rise and fall based on their ability to understand the experience and expectations of their customers.

Assessing your customer needs and expectations is part of managing customer satisfaction.  There are several ways to obtain customer feedback – focus groups, customer satisfaction surveys and text analytics.  But the main goal of a customer comment card process is to capture the customer experience when it is fresh in the customer’s mind. Read the Full Article →

What is the Purpose of Focus Group Interviews?

Sessions with consumers are used to solicit the customer perspectives and opinions about new ideas, products or services either being offered or in product development.

I was recently asked to provide the definition of a focus group, how to conduct a focus group interview and what is the purpose of focus group interviews.

 Focus groups are forums used to gather qualitative data on the customer experience.

This  is a widely used marketing tool which helps organizations develop products and services that are influenced by participating customers.

Read the Full Article →

Top 10 Customer Service Irritants

Eight out these ten irritants have to do with phone calls and dealing with employees who either haven’t had proper training, aren’t held accountable for actions or there is a disconnect between they way the customer expected the experience to be like and the way the call was handled.

Customer service has come a long way – at least we think. The past century has provided businesses with new technologies that help the business owner to keep in contact with their customers and to modify products based on customer feedback.

We can all remember a time when we had an over the top customer experience. Read the Full Article →

7 Customer Service Tips

Customers have choices and data shows that loyal customers are those who have their needs met and expectations that are exceeded.

We can all relate to good customer service. And we can all give examples of a poor customer service experience.

Customers have choices and data shows that loyal customers are those who have their needs met and expectations that are exceeded.

Let’s begin with a definition:

Customer is defined as “a person who purchases goods or services from another”. Read the Full Article →

5 Tips for Effective Communication in the Workplace

only 9 percent of employees surveyed said they know what is going on most of the time and the majority, 55% of the 289 respondents, said employees feel informed some of the time.

I’ve long been of the belief that we as leaders don’t communicate enough.  We sit in meetings and have a good grasp of what is going on.

We intend to take that information back to the people on the ground, but in the course of our busy schedules we lose sight of the importance of sharing information with employees and communicating in the workplace. Read the Full Article →

6 Areas of Credibility You Don’t Want to Lose

Maintaining credibility on a personal or professional level should be a priority for all of us. The term credible is defined as “capable of being believed; believable, worthy of belief or confidence; trustworthy”. While being credible is important to all aspects of business, following are some areas of credibility that can affect the satisfaction and experience of key customer groups; employees, volunteers, vendors and customers.

Being a credible person is a pet peeve and is extremely important to me. Maintaining credibility on a personal or professional level should be a priority for all of us.

The term credible is defined as “capable of being believed; believable, worthy of belief or confidence; trustworthy”.

While being credible is important to all aspects of business, following are some areas of credibility that can affect the satisfaction and experience of key customer groups; employees, volunteers, vendors and customers. Read the Full Article →

7 Essential Tools for Quality Control

There are seven management tools for quality control that are the most common. Different tools are used for different problem solving opportunities and many of the tools can be used in different ways.

Many organizations use quality tools to help monitor and manage their quality initiatives.

There are several types of tools that can be used.  However, there are seven management tools for quality control that are the most common. Different tools are used for different problem solving opportunities and many of the tools can be used in different ways. Read the Full Article →

12 Essential Competencies Every Manager Should Master

Managers need to have leadership competencies in many different areas in order to effectively influence the behaviors of others – and ultimately achieve desired results. Competency is defined as “the quality of being competent; adequacy; possession of required skill, knowledge, qualification, or capacity.”

Managers need to have leadership competencies in many different areas in order to effectively influence the behaviors of others – and ultimately achieve desired results.

Competency is defined as “the quality of being competent; adequacy; possession of required skill, knowledge, qualification, or capacity.”

Organizations should have defined competency requirements for their leadership team. Read the Full Article →

13 Tips For Improving Job Satisfaction

Employees who are satisfied with their jobs are more committed, productive and more likely to stay with an organization. And, when employees are dissatisfied, there is higher turnover and a higher instance of employee absenteeism.

According to a Employee Job Satisfaction and Engagement Report by the Society for Human Resource Management (SHRM), 86% of US employees reported overall satisfaction with their current job in 2014.  This number is up by five points since 2013.  The purpose of the survey was to identify those factors that contribute to employee satisfaction in the workplace. Read the Full Article →