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Encouraging employees to take ownership of their work will result in better customer service and a stronger company. |
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Tuesday, 18 December 2007 |
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According to the U.S. Small Business Administration (SBA), firms employing 500 or less account for 75% of net new jobs each year. Small firms are a major force driving today’s economy. The bad news is that only half of America’s small businesses survive four years beyond start-up. Given a fifty/fifty chance of survival, it only makes sense for small business entrepreneurs to engage every single employee in a collective crusade for profitability. |
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Monday, 17 December 2007 |
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In every recognition program, there comes a time when you need to sell top management on the benefits of what you are doing. For some programs this is before you start, for others it is to be able to continue or expand funding. For all, it is to have the support and credibility that comes from top management endorsement. |
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Monday, 17 December 2007 |
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Conventional views of the relationships among employee attitudes, customer requirements, and financial performance have emphasized their sequential nature. You can think of these variables as successive links in a chain, in which each variable affects the next to drive some ultimate outcome. This perspective suggests that engaged employees create engaged customers who foster organizational success by delivering positive financial outcomes. |
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Thursday, 13 December 2007 |
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One recurring theme for me and for many of the owners who I interact with is the issue of employee engagement and empowerment. The question asked is — ‘How can I get my people on board and excited about (fill in your topic)?’ |
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Tuesday, 11 December 2007 |
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During the holiday season many employers recognize employees for their hard work and contributions throughout the year with parties, bonuses and gifts. These annual rewards are important to boost employee morale, but so are demonstrating ongoing appreciation for individual excellence throughout the rest of the year. |
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Tuesday, 11 December 2007 |
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You were anticipating a raise. Instead you got blindsided by a less-than-stellar performance review. Whether you expected one or not, a poor evaluation isn't something you look forward to receiving. But what's often more important than the news itself is how you react to it. |
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Wednesday, 05 December 2007 |
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Do you have a customer complaints procedure? Many businesses do. A complaint comes in and the official procedure kicks in. Meetings, audits, reports to senior managers, non compliance reports, internal investigations, reviews, debriefs, corrective actions, key performance indicators updated. It's all important stuff, and I'd never criticise a business for doing it. |
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Tuesday, 20 November 2007 |
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I popped into a donut shop while doing research for my book on employee motivation. Well, not just any donut shop--this happened to be the busiest Dunkin' Donuts store in the world, located outside Boston on Route 18 in South Weymouth, Massachusetts. This one store serves between 2,000 and 3,000 cups of coffee per day. |
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Monday, 19 November 2007 |
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One of the most common topics of conversation with coaching clients and colleagues these days centers around burnout. Interestingly enough, burnout happens as much to companies and businesses as it does to individuals. |
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Friday, 16 November 2007 |
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