Tag Archives: management

Practice

Barden Ridge_Golf Driving Range
Image via Wikipedia

I used to think of myself as a musician of sorts.  I played a lot of instruments, studied a few of them privately, and actually earned a fair bit of money both performing and teaching.   I guess I have (more like had!) a natural ability with them.  Because of that, I never felt as if practice was a top priority. I could play, it sounded pretty good, what more needs to be done?   Sure, the band rehearsed a few hours a week and yes, I used to play a guitar several more hours a day.  But that wasn’t practice – that was an extension of my arm. Now, playing the sax – that would have required practice! Continue reading

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Filed under Consulting, Helpful Hints, Thinking Aloud

Go Away!

I used to love it when the phone would ring.  It meant a change of pace and the chance to interact with someone.  Or at least it used to.  Now, more often than not, it means frustration or anger or both.  No, the bill collectors aren’t on my case.  Those calls might be an upgrade from the ones I do get.   I don’t have an ex-wife so it’s not that either.  No, these calls always begin the same way – “may I speak to the manager please.” Continue reading

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Filed under Consulting, Helpful Hints

People @ Work

business support team
Image by tuexperto_com5 via Flickr

We used to talk a lot about how to provide excellent customer service.  When you’re running a business and you are processing, say, 250,000 transactions, you’re still going to have 25 unhappy people if you operate at a 99.99% satisfaction rate.  To that person, they don’t care that you got the other hundreds of thousands of transactions right – you have a failure rate of 100% as far as they are concerned. Continue reading

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