Run and Grow
Words Have Value, Too!
A lot of time and energy is spent quantitatively analyzing the results of surveys. The survey may be based on metrics such as customer satisfaction, NPS, customer effort, or customer experience. This quantitative analysis may…
Will Tech Kill Your Job?
Stop me if you’ve heard this story before. “My job as a (newspaper publisher telephone installer, stockbroker, travel agent, retail store manager) is safe as this economy continues to grow.” Yup. Thought so. We are in…
9 Steps to a Balanced Business: Purpose vs. Execution
I’m a big proponent of building your business based on a higher purpose, rather than financial gain alone. Today I find that some entrepreneurs, are putting all their focus on a social or environmental cause,…
What Every Employer Should Know About Salary Negotiations
After a long candidate search, you’ve finally found someone who seems to be the ideal match. And, if they’re excited about the prospect of working for you, the situation is almost perfect. But, after a…
4 Ways Finding and Retaining Customers Starts with Management
The goal of management in any business is finding ways to create customers. This means sound policies for developing relationships not just with existing customers, but with as many potential customers as possible. Here are…
A Mixed Bag of Personalities: How to Handle Difficult Customers
We’ve all been there as children, standing in front of the sweets counter deciding which sugary treats to buy. My decision was always made up when I saw a big bag of jellybeans. I’d spend…
Why Workplace Health is an Employer’s Responsibility
One of the major healthcare controversies of the past few decades has centered around the role of businesses in paying for their employees’ health-related expenses. Although much of the debate has been centered around health…
Small Business in a Time of Technophobia
If there’s one thing that absolutely will not stop, it’s the inexorable march of technology and innovation. Unfortunately, too many small business owners either don’t understand or are plain ignorant of this fact. According to…
How to Increase Outbound Call Center Productivity with Good Quality Headsets
When you are a call center manager, you understand that a good quality headset makes the difference between satisfying customers and angering them. However, you might not know that you can do other things to…
Why Customer Service Scripting IS Necessary
There has always been a debate on whether customer service scripting will make customer service representatives sound too mechanical and less spontaneous. A recent interaction with a credit card representative highlights exactly why scripting at…
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