by Jon | Mar 25, 2019
“Do you want fries with that?…Do you want to super-size that soda? Just the sound of those questions makes us cringe. Suggestive selling. Most of us feel it’s part of the evil empire. But let’s hold on a moment. Let’s spin this around....
by Jon | Mar 25, 2019
Managing is not corralling and controlling. That’s herding. That’s not what we do. Managing is not about muscle – round them up and prod them along. Even if that worked, it wouldn’t get us where we need to go. Managing is not “my way or...
by Jon | Mar 12, 2019
Of all the things we can talk about in terms of how to improve customer service, getting rid of rudeness is at the top of my list. By far. I feel it is critical to eliminate rudeness in all its forms. There is a huge difference between a staff person not walking a...
by Jon | Mar 9, 2019
Here’s a little trap that I’ve seen managers fall into every now and then. It’s when an employee can get the work standards and expectations softened because they’ve expressed some kind discomfort or unhappiness. I mean things like, “The...
by Jon | Mar 8, 2019
Here’s a scenario: “My employee is not meeting performance expectations. They are a wonderful person with a heart of gold and super committed to the co-op. We have met a couple of times to discuss their performance. These conversations always go well – I love...
Recent Comments