By Shep Hyken Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get […]
Your customers don’t know what they want until they already have it. Just ask Henry Ford, legendary entrepreneur and automobile industry revolutionary who coined the famous phrase “If I had asked the people what they wanted, they would have said faster horses.” The truth is you’ve got to understand who your customers are at their […]
By Dan Coughlin A manager is a person whose responsibility is to guide the efforts of other people to achieve desired results. A manager’s title might be CEO, COO, CMO, CFO, vice-president, senior director, director, branch manager, store manager, or something else. Regardless of the title, if the person is responsible for guiding the efforts […]
By Cliff Ennico Sometimes, inspiration for this column comes from the most unusual places. Each year, my summer beach reading has a theme. This year, it’s “classic science fiction” – the works of fantasy fiction pioneers Isaac Asimov, Harlan Ellison, Philip K. Dick, Arthur C. Clarke, William Gibson, Frank Herbert, Orson Scott Card… And a […]
By John Tschohl Team building is a delicate and time-consuming process. Anyone can put together a group of talented people, but it takes a dedicated team leader to bring everyone together effectively. One of the most important considerations you must make is whether or not an applicant fits into your company’s culture. The right person […]