Month: November 2013

A disappointing interaction with Kraft highlights an important component of written communication

Form letters – we all use them, mainly because it makes life easier. After all, it’s a lot simpler to “cut and paste” a canned response to questions that are asked frequently. But … and this is a big BUT … it’s VERY important to read the question first. Too bad Kraft hasn’t figured this […]

Employee volunteer programs increase employee engagement

Research shows that volunteer projects taken on by groups of employees encourage teamwork, improve communication, promote leadership and other skill development, enhance employee loyalty and retention, increase job satisfaction and morale, and even improve productivity and on-job-performance. With all these positive outcomes, you’d expect that companies and departments would be clamoring to sign up. Not […]

Personalized service (even if it’s low-key) attracts customers

About a year ago, I wrote about how Hai de Lao, a popular chain of “hot pot” restaurants in mainland China, has used above-and-beyond personalized customer service to differentiate itself from its competitors. While the Hai de Lao experience is definitely “up there”, a recent low-key experience in Honolulu reminded me that you don’t have […]

Change is integral to survive, in fact to thrive!

In my last blog post, I wrote about the predictability of people’s responses to negative change, and how leaders could use that information to lead change initiatives. Today’s blog post continues on that theme, and it was prompted by the t-shirt I saw displayed in a store during my recent trip to the Galapagos Islands […]

How to manage change in the workplace

If you’re a supervisor or manager then you don’t need me to tell you that workplaces today are changing exponentially – you’re living it!  Resources are fewer, yet you and your staff are being asked to accomplish more tasks, give greater levels of customer service, and achieve improved results.  All this while your workload escalates […]

Leverage difficult situations into opportunities

Did you know that airplanes take off against the wind? It seems counterintuitive … you  would expect that it would be easier if the wind were coming from behind the aircraft, giving it a push. Yet in reality, it is easier for a pilot to take off when flying towards a full-force gale, rather than […]