Posts by Rebecca
Consistency Drives Customer Satisfaction: Service And Loyalty (The Worksheet)
You’re at a concert, eagerly awaiting your favorite band to take the stage. You know every word to every song, yet you still feel a sense of excitement and anticipation. Why? Because even though the experience is familiar, it’s still incredibly satisfying to hear it again. The same is true in customer experience. What customers…
Read MoreStop Writing Job Titles: Reimagining Job Descriptions For Business Needs (The Worksheet)
Let’s face it, job descriptions can feel a bit stale. Every business in every industry has the same ones. Sales Manager, Marketing Coordinator, Customer Service Rep, Admin Support, and more. But do these titles really capture the essence of what the job entails? Do these titles make the job feel tied to your business? From…
Read MoreIs Your Next Client Meeting a Waste of Time? (The Worksheet)
Your time is precious. You don’t like it when another person or business wastes your time. And your clients don’t like when you waste their time. Client time There’s only so much time you can spend with your clients. No matter how complicated or involved the work you’re doing, they also have their own jobs…
Read MoreMeetings, Not Monologues: A Collaborative Approach. (The Worksheet)
You know whenever you call a meeting at work, all your employees jump up for joy and yell, “Yay! A meeting! I can’t wait!” Well, no, this probably doesn’t happen. Meetings are rarely met with this exuberance. Memes about how awful meetings are get shared every single day. But it doesn’t have to be this…
Read MoreBeyond Bots: Exceptional Customer Service in the Age of Automation. (The Worksheet)
Customers like automation. They get a service that is And they are happy. Most of the time. Customer service Some things have to be done by humans. And human customer service should always be better than a machine option. The people in your business represent your brand, and they are your chance to shine. Make…
Read MoreRedefining “The Right Fit” For The Business And For The Job. (The Worksheet)
Every job in your business is different. You will need different people to fill them. People with a range of capabilities that will bring value to your business. Using last week’s worksheet, you defined the right values and behaviors for your business. Don’t stop there: find the right values and behaviors for each job in…
Read MoreHire People Not Skills: Hiring with Company Values. (The Worksheet)
Hiring new employees. You have outlined the job, listed necessary skills, and conducted thorough interviews. And still, it can go wrong. Who are you hiring Part of the problem is that you are not hiring a skill. You are not hiring a machine, which is programmed to do one thing over and over and be…
Read MoreHappy Employees, Loyal Customers, Big Goals: The 3 Pillars of Business Success
How would you define success for your business? How do you keep it up year after year? Each business will have a different answer to the first question. All businesses have the same answer to the second question: continued success comes from having Pillars of success These are the 3 pillars on which all my…
Read MoreBeyond Technical Skills: A Personality-Driven Organizational Chart. (The Worksheet)
Organizational charts are, first of all, a description of what has to happen in your business. You need different behaviors, abilities, and points of view for each role in your company. These elements, often overlooked, ensure your business operates cohesively and effectively. Personality matters. Aptitude and attitude You will know your employees’ experience and abilities. …
Read MoreBuild a Better Business: Understanding Your Organizational Chart. (The Worksheet)
In the last ten years, how many things have you heard are “dead”? Email, landlines, offices, retail stores. And yet all of these things still exist. They evolved. The same is true for the organizational chart, which people have been declaring as “dead” for almost ten years. But the org chart is not dead: the…
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