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You Need to Know How to Deal With Difficult Customers

 
During your career as a manager, you will have to deal with a
number of difficult customers. Those customers who are unhappy with
the service you and your staff provide. The ‘unhappy’
customer...

Corporate Culture - The Competitive Edge

You’ve probably seen the news about Google being ranked by
Fortune as the number one best place to work. Its unique culture
helps the company attract thousands of job applicants each day....

Do Your Customers View You as Trustworthy?

Because I attend so many events, I have the good fortune of
meeting and chatting with a wide variety of interesting people.
Sometimes these conversations lead to friendships. Other times,
they...

How to Create a Customer-Focused Team

 
There is no magic formula for creating a team of
customer-focused employees. But one thing is certain: it's the
manager's responsibility to create an environment that motivates
employees...

Workplace lessons from the Wizard of Oz

 Many workplace lessons can be learned just by considering
the characters in the Wizard of Oz. Although author L. Frank Baum
said his books were written to please children and generate income
for...

Avoiding Confrontation Can Cost You Your Competitive Edge

Business is a contact sport. For employers and employees
alike, the rules of the game include confrontation and an ability
to participate actively in it. Are you “up to”
competing?...

Mistakes Happen!

 Dennis, an accountant, was part of an audit team for a
large corporation. As he was reporting some data findings to his
project manager and the rest of the team, his manager pointed out
an...

Worst Presentation Disasters

At a recent lunch with an old friend and colleague, we began to
tell tales about some of our worst disasters in front of an
audience. We had so much fun; I thought I'd share some of the
stories...

A Solutions-Only Policy Builds a Team of Possibility Thinkers

My first management position started out as a nightmare. I was a
brand new employee for a mid-sized corporation and I inherited a
team of eight talented employees who reported directly to me....

Riding the Wave: Problem Solving, Coping and Staying Resilient

There are many factors beyond a bad economy that are
contributing to some people’s continued unemployment. The
limited number of jobs may only be a fraction of what the problem
is. Let...

Fear is Contagious on the Phone

When making a cold-call, a case can be made that an
adversarial relationship is about to develop when the caller issues
his/her greeting: "Hello, I want something from you," paraphrased
of course....

Turn Off Your Toys During Meetings

At a recent sales convention, the CEO of the company walked up
to the microphone and stepped into the spotlight to make a speech.
The house lights were lowered for dramatic effect. The room became
dark,...

Some Business Housekeeping Projects to Fill the Holiday Lull

Is it just me or did the holidays just sneak up on us? For
many businesses, the pace slows down a little as our personal lives
speed up, around the holidays. Here are some ways to take advantage
of...

Spice Up Your Business for the Holidays

Now's the time to plan how you can create a magical feeling
for your customers during the holiday season. All types of
businesses qualify.
 
Set up a pre-wrapped item display near the cash...

Dress Code for the Dress Shop?

Dear Joan:
I own a mid-to-upscale boutique for women. Over the years, I have
upgraded our merchandise and have developed a good clientele. I
give the sales associates a yearly clothing allowance,...

Updating Your Employee Handbook? Four Reasons to Hire an HR Consultant

Is it time to update your employee handbook or manual? Are you
wondering if you should handle the task internally or hire a human
resource management consultant to work with you on the project?
While...

Don't Be Side-Swiped by a Buyout

With various sectors of our economy falling apart left and
right, many businesses are closing, or cutting back at the very
least. As a result, thousands of employees each month are being let
go.
 
Some...

Take stock

This long-lasting recession has taken its toll in lost jobs,
reduced benefits, and most people doing more with less. But as the
economy lifts, there are new opportunities emerging and I want...

When Co-workers Lie

Dear Joan:
How do I work around or deal with a co-worker who lies? The
management knows this person lies but continues to do nothing about
it.
 
My boss is an owner/executive; he wants to...

Gender Bias in the Workplace

Dear Joan:
I just finished reading your advice to the woman executive,
who sensed a gender bias in her office environment. I am
experiencing the same at my place of work.
 
I've been a copywriter...

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