Not everything that can be counted counts and not everything that counts can be counted. ~ Albert Einstein The title of this blog tries to capture the sentiment of the Einstein quote above. There are things we do, behaviors if you will, that while they are hard to measure in…
I have been doing some research for a project, surrounding identifying callers personality type and training to interact with them on their level. This was inspired by a podcast from The Harvard
IdeaCast with Matthew Dixon, the Managing Director of The Corporate Executive Board’s Sales and Service Practice. His article published in the Harvard
Business Reviews July/August edition is entitled, Why Delighting Your Customers is Overrated.
What a provocative statement. For most of my career I have learned and observed that a big part of the differentiations between my …
I recently was hired as the Business Development guy at a start up. In the beginning I have been using a CRM tool Free CRM to track contacts, accounts, Pipeline and Activity. And ,yes it is free.
Friday they had some problems with their servers. With Free what do you expect: not the following
FreeCRM Customer Service Update
Post-Mortem Notification for August 19th Issue
Dear FreeCRM Customer,
First, I would personally like to offer our sincerest apologies for any issues …
Successful Leaders are able to communicate a compelling vision for the future; even during what may be the darkest hours. Think of Churchill and Dunkirk, Lincoln and Gettysburg, Think Martin Luther
King and the Civil Rights unrest. In each instance things looked bleak but the leader was able to craft and communicate a vision that captured the minds of their nation.
This can play out in our lives as well. Earl Nightingale used to speak of the “Greatest Secret”, He reveals that the secret is that we become what we think about most. How …
I was at a Workshop last week and observed and disturbing and yet familiar sight. This was a group of hospital administrative workers representing admissions and billing. And there were a number of
facilities represented.
What was interesting was that the room by its nature was divided; Registration on the left and Billing on the right. In fact, as you watched the speakers you could see the two groups respond
separately to the questions. One astute facilitator caught this and dug a little deeper (and a little off topic) and we found that …
I am reading from the book the Three Laws of Performance by Steve Zaffron and Dave Logan. They point out that one of the flaws of some management systems is the fragmentation of
accountability. That struck a chord.
I have often seen managers and departments work only for their silos.
– “We don’t need to know how they will deliver”.
– “We don’t know if they can implement timely “.
– “Who cares if operations, has the capacity”.
– “Our job is to sell then …
