Here’s what Audrey Hepburn’s character Regina Lampert says when she meets Cary Grant’s character for the first time in the 1963 classic film, Charade. Grant: “Do we know each other?” Hepburn: “Why? Do you think we’re going to?” Grant: “I don’t know. How would I know?” Hepburn: “Because I already know an awful lot of people,
Are you preparing to greet 2020 with hopeful anticipation? Or perhaps planning to play it safe with low expectations? Like many people, I have mixed feelings about the new year — a new beginning offers new opportunities as well as uncertainty. But I’ve come to understand that my expectations and attitude about this new year
[Note: Not just in the spirit of Thanksgiving, but all year long we can be thankful. That’s why I love this post from Curt Rosengren, “Passion Catalyst” dedicated to helping others “love their work and change their world in a way that feels personally meaningful to them.” Special thanks to Curt for allowing me to
This powerful statement is from the late Bob Wood, former Chairman of Wood Dining Services, whom I had the privilege of interviewing for my first book on internal marketing, Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. Bob was the epitome of an engaged leader who truly cared about his employees
In many organizations there are employees who not only serve customers, they ARE customers. These “internal” customers are employees who rely on the information and resources provided by fellow employees who work in support functions such purchasing, HR, accounting, IT/information, etc. The level of quality service and support that “internal” customers receive from them impacts
Need to have your employees better understand and improve the customer experience? Here are three simple approaches designed to do just that. Each one can be applied to engage employees in sharing their experiences and building on their ideas to take care of customers. 1. Consider the customer perspective “Smart people walk in the shoes of
We know that people can show up for work fully engaged only to have their enthusiasm and energy chipped away over time; i.e., once engaged doesn’t mean always engaged. That’s because numerous factors contribute to one’s engagement levels that include an employee’s personal situation (involving health, family, financial well-being, and support systems) and his/her workplace situation
Caspar-the-friendly-ghost may be harmless, but ghosting at work is not — for either the individual or employer brand. The practice of “ghosting” – when one person ends a relationship without warning or explanation – has spread from the dating scene to the workplace. It occurs when people: Don’t show up for job interviews Don’t show
[Note: this special guest post is by Chip R. Bell, renowned keynote speaker and the author of several award-winning, national best-selling books. See more about Chip at the end of this post.] Audubon Magazine features annually their photography awards. This is the magazine of the National Audubon Society, the oldest conservation organization in the world for the
I have mixed feelings about Giving Tuesday. It’s timely in reaching consumers and making it convenient for them to engage in the “spirit of giving” at the beginning of the holiday spending season. It also adds to consumer frustration with increased solicitations through direct mail, special events, and online requests (e.g., GoFundMe campaigns, Facebook birthday