Three things you shouldn’t hear in customer service
Remember the part about the guy on the plane with the toilet paper hanging out the back of his shorts? Yeah, that was me. But that was the only funny part of the trip. So we’re on another family...
View ArticleFootnote: The Two Faces of Engagement
Then there’s the footnote to my recent customer service rant. The fact that, even after all the American Airlines fails on our recent family vacation, once we finally got to our destination, one of our...
View ArticleGloboforce: Faster than a continuous loop of recognition
I dreamt of progress charts on the walls and the teacher’s encouraging voice. Whether it be math, reading, writing, whatever — every morning I longed for school to arrive so as to watch myself be...
View Article#TChat Radio: The Realities of Business Heresy
“Or you’re doing it right but have a real jerk for a boss.” That’s what Dan Perez responded to me when I posted, “If work isn’t fun you’re doing it wrong.” That’s when you’re boss is doing it wrong....
View ArticleRecruiting, marketing and sales as partners in retention
“Any change, even a change for the better, is always accompanied by drawbacks and discomforts.” — Arnold Bennett Not really what we want to hear when we don’t think anything’s broken. Take marketing...
View ArticleEmpowered empathic employees for everyday living
“Words fail, pictures fail, people fail. What hope, then? Well, great art never fails. And we can always try again — try to do better next time. There is always hope in the spirits of those who do try,...
View ArticleMaking Mini Economic Mountains Out of Frozen Dog Sh$t Hills
“I’ve lost all respect for you.” She shook her head and rolled her eyes, but then that was followed by laughter — one of my wife’s cousin chiding another cousin’s husband about hiring a poop pick-up...
View ArticleLet’s put the awe back into being awesomer
Within five minutes, she inspired awe. I could feel the warm buzz in the back of head seep into my frontal lobes. I’m not talking about the birth of my daughters, or when I met my wife, or when my...
View ArticleFace it — we’re going to start seeing more of each other
Remember when banks tried to be all neighborly and lure us back in with balloons and candy for product/service upsell face time? And if you lived in rural sprawl, remember how liquor stores opened...
View ArticleThe 3 F’s of Sweet Community Management
The high school kid in the back continued to cause a ruckus. He laughed at our career development recommendations and made snide comments under his breath, his posse around him laughing along as well....
View ArticleThe Christmas Miracle of Over-Diagnosing
I still couldn’t believe our car wasn’t back yet. The local auto shop owner shrugged and shook his head. “Sorry Kevin, but I’m going to have to lock up. I don’t want you to have to wait in the rain...
View ArticleThat Magical Mindful Presence Of Candidate Experience
“And with all your magic I disappear from view…” —Coldplay She stopped in the middle of the hall and met my gaze. We shook hands. Other customers, partners and peers streamed around us on either side...
View ArticleDeliver And You’re A HR Technology Software Myth-Buster
It’s amazing sometimes that we actually ever progress beyond wishful thinking and myths perpetuated by us. I’ve been in the HR technology space for almost 16 years now, and we never fail to fail....
View Article#8 – Reach West Radio – Workplace Culture Ain’t Noise Pollution
A special Reach West Radio show at the SHRM Talent Management Conference & Exposition welcomes Jim Knight, a leading training and development expert, author and sought-after keynote speaker. Jim...
View ArticleFootnote: The Two Faces of Engagement
Then there’s the footnote to my recent customer service rant. The fact that, even after all the American Airlines fails on our recent family vacation, once we finally got to our destination, one of our...
View ArticleThe Golden Rule of Talent Acquisition and Candidate Experience
“Approach talent acquisition as you do every important relationship—with compassion, transparency and open communication—and treat candidates the way you’d want your mother treated if she were...
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