The single most expensive stock market trades are those made with emotions, but, of course, you are not an emotional trader are you? Before you bought that stock, mutual fund or Exchange Traded Fund (ETF) you did your research to be sure that what you were buying would return a good profit over the long haul. You bought it and over time you look at it less and less. Ask yourself: when you plunked down your hard earned money did you have any idea...more
Towers Perrin, the corporate benefits consulting firm, surveyed over 1000 American workers and found the following: Only 51 percent of all workers trust their organizations to tell the truth in employee communications Only 48 percent of all workers with more than five years of tenure believe their companies are honest in their employee communications Only 44 percent of all workers over age 50 trust their organizations to tell them the truth in...more
We consistently face new and ever growing challenges in the workplace such as reorganizing, downsizing, and "left out sizing." We are faced with the question, "How do we lead in this storm of change?" It may seem difficult at times and the decisions we make define our short-term and long- term outcomes. I will share with you five leadership techniques guaranteed to keep you on track during these difficult times. 1. Integrity. I put this first because the lack of integrity will make or break you as a professional, as a leader, as a person in the long run. The lack of this will turn yesterday's heroes in today's villains. For example, "MCI was the apple of the business community's eye. High revenues, high profits, and high growth; MCI was beating the competition hands down. Then it was discovered that there were gross accounting irregularities that accounted for the astounding profits. You see, management made a decision, "Do I continue to sustain good growth and be able to look at myself in the mirror or do I cook the accounting books and spend the rest of my time covering up this integrity deficiency? The real shame of the MCI situation was that AT&T, Sprint, and others in the...more
How many times have you heard something similar to this in a customer service situation? Customer: "Why don't you just do it this way, and it will take care of the situation." Customer Service Person: "I understand what you are saying, but we can to do it this way." Then the situation magically goes downhill from there and it is difficult to win...more
Recently, a business associate, Mike, mentioned that he was doing a show at a local university and stopped by the faculty dining hall to get lunch. He said that, while waiting on line, the service was poor. The line moved slowly, the counterperson was disinterested in what she was doing and it showed. It was not a pleasant customer experience. It...more
Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing that the restaurants in the area had much to desire as far as service I gave the students an extra fifteen minutes for lunch. Sure enough a group of four students came rushing into the classroom with their lunches in hand. They sincerely apologized and quickly explained that they receive poor service at a restaurant (This restaurant is part of a national chain. Hint: its name references a day in the week. I can't give you the complete answer.). They went on to explain that after the waiter initially took their order, they waited 45 minutes before their food finally arrived. During the wait, no one came to check on them. They went on to explain the food finally came and it was time to leave for class. They were not happy. They asked to see the restaurant manager. The manager sheepishly came to see them and asked, "What was the problem?" One of my students explained the situation to which the restaurant manager replied, "The food ticket only shows you were waiting for eleven minutes." My students were not happy and expressed it to which the manager asked them, "Would you like dessert?" My...more
Recently on the television reality show, The Apprentice, Donald Trump would give the ultimate winner the dream job of working for him, running one of his divisions and earning $250,000 per year. On the final episode, the choice came down to two...more
Recently, I was watching a rerun of the successful television show, The Cosby Show. The patriarch of this professional family (He is a doctor and his wife is a lawyer.) played by Bill Cosby, was just told by his college-bound daughter that the...more
One hot summer day my daughter and I ventured to our local craft store with one mission in mind - purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure. The store advertised...more
December is a month in which many organizations make plans for the coming year. Now is a great time for you to look at your marketing systems for attracting and retaining customers. Although front end systems such as advertising, public relations,...more
The notion that employers are only interested in where you have been and where you are heading is pure nonsense. Experienced hiring managers take into account both your experience and your character. After all, in the end, they are hiring a human...more