Kevin Berk on How to get Customers to Want to Leave Reviews
How can you improve both customer and employee satisfaction? By getting customers to provide feedback on individual employee service performance.
Shep Hyken interviews Kevin Berk, creator of a new customer rating platform called ServiceGuru, about how using services like these can improve your company revenues. Continue reading
October 20, 2015: Eric Chester Talks about Being On Fire At Work!
Shep Hyken interviews Eric Chester, best selling business author, on how great companies ignite passion in their people without burning them out. No matter what type of business you have, or how big or small it is, you need to pay close attention to what Eric says. He shares his seven cultural pillars that drive employee performance. These include compensation, alignment, atmosphere, growth, acknowledgement, autonomy and growth. He interviewed dozens of executives in top performing companies and brought us back actionable ideas that will help inspire you and the people you work with. Eric released his latest book, “On Fire at Work: How Great Companies Ignite Passion in Their People Without Burning Them Out“.
At many of my presentations, I’ll leave time at the end for the audience to brainstorm the ideas and take-aways they plan to implement as a result of what they heard in the speech. At a recent presentation for the Vail Valley Partnership in Vail, CO, Clark Walsh an employee at Old Forge Pizza made a great comment: Continue reading
There is an old concept in business that you should hire slow and fire quickly. This means that you should take your time when bringing someone into your organization. On the flip-side, if it is not working out, let the person go quickly. Continue reading
Following up on a past Shepard Letter, Theresa Everest’s response to the missing part of employee loyalty was: Great Leadership. Along with her answer and comments, she sent the following about leadership and “bossism.”
Theresa writes, “I am not sure who originally wrote the following, but have held it with me for the past five years since receiving it.”
The Difference Between a Boss and a Leader
A boss creates fear; a leader creates confidence.
Bossism creates resentment; leadership breeds enthusiasm.
A boss fixes blame; a leader fixes mistakes.
A boss knows how; a leader shows how.
Bossism makes work drudgery; leadership makes work interesting.
A boss relies on authority; a leader relies on cooperation.
A boss drives; a leader leads.
How true! People don’t just work for a company. They work for the people in the company. It is the leadership that creates the culture and manages the vision of their organization.
Are you in management? If you are, don’t be a boss. Be a leader!
(I’m reaching out to our readers. If you know who wrote the above “quote/poem” came, please let me know so I can properly credit the source. It might be Russell Ewing or William Glasser.)
How do we get our employees to engage in a customer service program?
Recently I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions. A large percentage of the questions that came in focused on employee engagement. So, how do you get employees engaged in your process, beliefs, mission, vision, etc.? Continue reading