One Incident at a Time – March 31st

by Jon | Apr 13, 2022

We don’t manage people’s personalities to make them better workers. We manage objective incidents, one at a time when an employee’s behavior or performance is falling below standards.Say we have an employee that is nice, easy to work with, is...

I Want Them to Change – March 10th

by Jon | Apr 13, 2022

There are a few ideas we carry with us that can become mental quicksand when dealing with people.One is: “If we can just get things to change, things will be better.”It plays out in many ways such as, “If this person just quits...

Let’s Be Carful – Feb 15th

by Jon | Apr 13, 2022

OK, I’m just going to give it to you straight. No beating around the bush.Many of us, if not most of us, are faced with staffing issues.It’s hard to get people.It’s easy to get a little freaked out thinking we have to keep people at all...

And…January 27th

by Jon | Jan 31, 2022

I think “and” is a cool word. It doesn’t negate. It connects two things. That makes our little word “and” an inclusive networker. I keep it close around. I make it do it’s magic for me then I put it away for a while. It often...

No such thing as tough love customer service – January 7th

by Jon | Jan 31, 2022

I just want to tell you a customer service story that I was involved in. I know there’s a million cs stories one can tell but this one really got to me. I see the dynamic in this story now and again and it is something for us to stay on top of as we coach...