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How to Manage Your Boss

Managing your own boss sounds oxymoronic, at first. We often think about management as being a downstream action, with someone above managing you, and you managing those further down the chain. As it turns out, the most effective leaders do both: they take the responsibility of making sure tasks get…
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How to Challenge Authority Respectfully

Unless you’re the business owner, president, or chief executive of your company, you always have someone higher up to answer to. After all, employees by definition are employed by someone else. And regardless of the kind of job you’re working, you’ve almost certainly experienced moments when you’ve disagreed with managerial…
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The Tide of Employee Turnover

While The Great Resignation has thrust the problem of employee-turnover into the spotlight recently, it turns out that it’s not actually a new challenge. It’s been a long, long time since the norm was individuals working the breadth of their careers for one company and retiring with a pension. In…
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Great Service, No Excuses

The pandemic has either created or magnified a myriad of problems for manufacturers, distributors, and businesses all across the world. Supply is constrained and delayed, and costs have risen dramatically. Add to this the labor shortage, and businesses are left scrambling to find a way to tread water, let alone…
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Repeat Business vs Customer Loyalty

For our last dive into Shep Hyken’s ACA 2021 report, we’re going to take a closer look at rewards programs, and how they generate repeat business—and how this differs from customer loyalty. As we have in previous blogs on the ACA 2021, let’s first consider some numbers. Hyken asked his…
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How Employees Impact the Customer Experience

Shep Hyken’s Achieving Customer Amazement 2021 report is out now, and one of the breakdowns he gives are the elements that add up to a great overall experience. His research uncovered that the following customer-service elements are either important or very important: employee knowledge, employee kindness and helpfulness, ability to…
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Using Mystery Shops to Coach

You’ve made the decision to start mystery shopping your company, and now your first reports have arrived. Perhaps they’re a mixed bag: some did great, others so-so, and a few poorly. How should you, or those employees’ manager, use this data to instruct them? Reinforce When discussing what went well…
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Workplace Harassment

Harassment is an uncomfortable subject for business owners. No one wants his or her employees—or customers, for that matter—to feel violated or objectified. Because most of us live by the golden rule, that we ought to treat others as we want to be treated, we feel a deep empathy towards…
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