Adjust your style, get results

I was promoted to the management level very early in my career. I was all of 20-something, when I was promoted to manager, and I thought I was a pretty big deal. I had the title, responsibility and the authority. I quickly learned that I wasn’t as big a deal as I first thought. Operational … Read moreAdjust your style, get results

Skill or Will? Either way it comes back to you, boss

Last Spring, I was leading a roundtable discussion group of managers from various industries and we were talking about how to get the best performance from your people. One manager chimed in with “Hire slow, fire fast”. Most of the group acknowledged this comment with knowing head nods and “mm hmm” approvals. That really wasn’t … Read moreSkill or Will? Either way it comes back to you, boss

Exceptional Customer Service – why your employees are your secret weapon for success

Over 30 years ago, when I started my career in retail as a sales associate at a JCPenney store, the opening screen on our CRT computers showed the company name and the tagline: “Customer Service is our #1 Priority”. I took that phrase to heart. I worked hard to learn what the company’s standards and … Read moreExceptional Customer Service – why your employees are your secret weapon for success