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 →

Business Decision Making Process

There are any number of things that compete for budgeted dollars. And, budgeting and allocating financial resources can be very challenging. A solid prioritization model for spending decisions can help to alleviate some of that stress.

There are any number of things that compete for budget dollars. And, budgeting and allocating financial resources can be very challenging.

Creating a decision prioritization model for spending can help to alleviate some of that stress.

Department managers are faced with spending decisions every day and unless there is a good foundation for decision making, is it easy to overspend budget dollars on things that may not add value to the organization. Read the Full Article →

9 Inhibitors to Business Growth

There are several fundamental things that influence growth and when businesses neglect these business basics it hinders growth. Many things need to go on behind the scenes for an organization to be successful. Specifically, there needs to be strategy, planning and implementation of the plans. These steps take time and commitment but can result in rapid and sustained growth.

Why is it that some companies are birthed and grow very quickly – seemingly overnight?

While other organizations putter along at the same stagnant pace for years or die a slow death. There are several fundamental things that influence growth and when businesses neglect these business basics it hinders growth.

Many things need to go on behind the scenes for an organization to be successful. Read the Full Article →

8 Steps to Performing an Internal Audit

nternal audits are one tool that organizations use to ensure that their products and services are delivered the right way, the first time and every time.

Internal audits help organizations achieve corporate objectives by keeping a pulse on the consistency of internal business practices.

The goal of an internal audit is to ensure organizational policies and procedures are followed and to alert management of gaps in policy compliance.

The internal audit process can be done with internal resources or can be outsourced to an external third party vendor. Read the Full Article →