Have you noticed that even-tempered Fred is arguing with callers, and sunny Nancy seems disengaged and snarky in Zoom meetings with clients? If so, you might have a service problem! Don’t overestimate the tolerance of your customers. Take these steps today to ensure that your clients and customers are customers for life! Step One: Review your customer service measurements. Despite pandemic-caused ups and …
Mind Care – Ways to Increase Your Resilience and Reduce Your Stress
If there were a ‘Word of the Year’ for 2020, it would likely be “anxiety.” For over nine months now, Americans have been grieving the loss of their everyday lifestyle – birthday parties with friends, meetings in person, business and personal travel, and lunch with colleagues. They have struggled with learning new technologies and work-at-home routines, while losing sleep over job …
Tips and Resources to Help Working Parents to Weather COVID Classroom Closures
The one thing we parents can all agree on is how much we will miss the rumble of the school bus as it whisks our kids away to school each Fall! With most states relying on local school districts to decide when they feel safe enough to open, parents are bracing for disruption. Even if your child’s school is in one of the …
An Effective Diversity Policy Means Never Having to Say You are Sorry
It hasn’t been a good year for Goodyear. COVID concerns disrupted operations, second-quarter sales were down 41% from a year ago, and to add insult to injury, last week, company officials found themselves in crisis management mode. A slide from a Topeka diversity training session, labeled “Zero Tolerance,” itemized two columns of permitted and banned symbols and phrases on apparel worn at work. Among …
How to Inspire Serendipity Despite a Remote Workforce
Talking with a friend about the advantages and disadvantages of remote work, I was struck by his observation that what he missed most about working with colleagues in the office were the serendipitous ideas shared during face-to-face interactions. While isolation does not necessarily dampen creativity, smart companies have worked hard to create novel, highly interactive, work environments to foster connections between …
