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Providing a consistent level of quality customer service is always a work in process for hotel managers. Couple that with the fact that the labor pool in many markets is relatively shallow and that turnover remains high as compensation remains low, and it is easy to see why some managers are reverting to the ‘fog the mirror’ method of hiring! |
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Wednesday, 31 October 2007 |
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Last year, we thrilled you with our Terrifying Tales of IT Horror, which showcased the blood-curdling things that can happen to companies when their IT systems go wrong. This year, we decided to get a bit more personal and ask tech veterans near and far for tales of personal woe and destruction at the hands of IT run amok. |
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Wednesday, 31 October 2007 |
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When you go above and beyond the call of duty at work, you expect a reward for your efforts. But the payoff is often delayed - or worse - and it’s rarely what you were expecting. |
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Tuesday, 30 October 2007 |
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One of the main reasons "customer satisfaction" is a meaningless statistic is that it's not predictable, let alone measurable, as relates to business growth. Right about now, all customer satisfaction people, from marketing to award companies, are writing me off as a "know-nothing" human who has no concept of business. "You MUST have satisfied customers or you can't build a business." |
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Tuesday, 30 October 2007 |
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Consumers often criticize companies for poor service, poor workmanship, or just being sleazy. But despite conventional wisdom, the customer isn't always right. Sometimes the consumer is right, sometimes the company is right, and sometimes the answer falls somewhere in between. |
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Tuesday, 30 October 2007 |
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A disgruntled columnist, after having no luck buying a desk, urges companies to focus on face-to-face service rather than online purchases |
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Tuesday, 30 October 2007 |
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It's easy to stick close to your allies—especially in difficult, politically charged times—but ignoring your enemies is a political mistake that can lead to closed doors and missed opportunities. |
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Tuesday, 30 October 2007 |
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A large majority of companies in the United States and around the world are struggling to attract and retain top-performing and critical-skill workers, according to a new study. Furthermore, many employers do not fully understand why workers join or leave an organization, an obstacle that greatly increases the challenge of finding and keeping good employees.
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Tuesday, 30 October 2007 |
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While there is truth to the old adage that "you've gotta pay to play," many companies are building compensation packages in a vacuum, with little, or no connection to actual business goals. In fact, throwing money around--in the form of substantial CEO pay packages and recruitment signing bonuses--is not doing much to improve business success or employee retention. |
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Tuesday, 30 October 2007 |
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Performance reviews are a good idea that a lot of workers find confusing. It makes me wonder if they sometimes do more harm than good. For one thing, people don't understand much of the so-called constructive feedback they get on goals, skills and progress, which is understandable if you've ever seen some of the feedback. |
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Friday, 26 October 2007 |
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