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The Need for Engagement and “Enlightened Hospitality”

Posted by sybil | On: Nov 29 2016 | In Engagement
Regardless of where you stand on the results of the recent presidential election, employee engagement has been affected by post-election uncertainty. That’s why Danny Meyer, CEO of Union Square Hospitality Group, has encouraged employees to re-focus on the company’s mission...

When It’s Best to Walk Away from a Prospect

Posted by sybil | On: Nov 15 2016 | In Marketing, Training & Development
For anyone focused on growing a company, it’s hard to turn down new business. But sometimes it’s necessary. My first experience with this situation took place nearly two decades ago, and I remember it clearly. After much debate and hand-wringing about submitting a proposal,...

Extending Thanks Giving

Posted by sybil | On: Nov 08 2016 | In Customer service, Engagement
Regardless of when you observe Thanksgiving, the holiday encourages us to give thanks for all we have … and for all that we don’t have (e.g., difficult circumstances). I’m all for expressing sincere gratitude during the season; I just wish it was given more frequently. A...

Employee Engagement: When the Employee Just Doesn’t Feel It

Posted by sybil | On: Nov 01 2016 | In Engagement
Why is it that even in companies with a positive, engaged culture, there’s no guarantee all employees will be fully engaged? The answer has to do with who’s ultimately responsible for employee engagement – a responsibility shared by employees and their employers. Employers...

Employment Terms – Not Just for Nonprofits

Posted by sybil | On: Oct 18 2016 | In Engagement, Musings
I’ve always enjoyed tongue-in-cheek translations of help wanted ads. Apparently, so does nonprofit executive and humorist  Vu Le who compiled such a list for his Nonprofit with Balls blog. Here are some of my favorite employment translations from that list that are also...

Open Workspace – More or Less Engaging?

Posted by sybil | On: Oct 11 2016 | In Engagement
Open workspace, a trend in office design, is intended to foster a more collaborative and productive workplace with fewer organizational silos. Hearing from several people in different firms share their experiences adjusting to the design after their companies moved their offices, I’m...

Hey, Wells Fargo: You Should’ve Followed Aretha Franklin, Not Gordon Gekko

Posted by sybil | On: Oct 04 2016 | In Customer service, Engagement, Training & Development
I’m saddened and shocked, but not surprised, about the recent Wells Fargo sales scandal that lead to bank employees opening bogus customer accounts in response to intense pressure to meet unrealistic and aggressive sales goals. I was once a sales manager for a local bank....

The Writing is on the Wall: A Roadmap for Employee Engagement

Posted by sybil | On: Sep 27 2016 | In Engagement
[Note: This special guest post is from community affairs leader Pete Waldron, a long-time colleague and friend, who coordinated the "quote wall" project he shares below. Pete is with CrossAmerica Partner where he currently heads up Corporate Citizenship & Philanthropy  --...

When It’s Best to Lose a Customer or Client

Posted by sybil | On: Sep 13 2016 | In Customer service, Training & Development
Despite the best intentions, there are times when it’s necessary to give up a customer or client. The reasons vary, as I learned when I asked colleagues why they stopped working with customers. In their own words (and in no particular order), here’s what they said about...

The Psychological Recession & Generational Engagement: Interview with Dr. Judith Bardwick

Posted by sybil | On: Sep 06 2016 | In Engagement
I don’t remember when I started reading (and frequently quoting) posts by Judith M. Bardwick, Ph.D., but I was hooked on her insight into employee and organizational development. A highly respected writer, consultant, and speaker, she is known for combining “cutting-edge...