Category Archives: blog

What Good Feedback Really Looks Like

The attached write-up is an interesting analysis of areas of agreement and disagreement with an original Harvard Business Review article on a hot topic: feedback.
If feedback is an area of interest for you, you may benefit from reading both articles, comparing their opinions, and drawing your own conclusions.
I want to share my personal experience about receiving feedback from my boss more than three decades ago, when I was just getting started in the corporate world. I had been asked to complete an analysis on three competitive brands. I finished the work for two and missed the deadline for the largest competitor. The feedback I received from my boss was clear, useful and highly memorable: I should have worked on the most important things first, and should have warned him ahead of time if I had anticipated to miss the deadline.
I also learned how this type of feedback became be a great way to help people who reported to me later on when I became a manager.
Do you want to share your feedback experience?

https://hbr.org/2019/05/what-good-feedback-really-looks-like?utm_source=pocket&utm_medium=email&utm_campaign=pockethits

Customer Service and CX Lessons from Three Iconic Brands

Another good article from Shep Hyken about the difference, and importance, of both the Customer Service and the Customer Experience (CX). He explains this using Amazon, Apple and Ace Hardware as examples.
I particularly liked how he covers these concepts with Ace Hardware, and how this company leverages them to compete against much larger companies.

https://hyken.com/blog-app/customer-service-cx-lessons-iconic-brands/?inf_contact_key=c8e4e407fdab8e2fdbfe89af7d9df1c47e470d92b8b75168d98a0b8cac0e9c09

Stress at Work Report: Who is Feeling It the Most and How to Combat It

A recent survey by LinkedIn outlines the top 5 drivers of stress at work, with Work-Life Balance coming in as #1.
The article provides suggestions on how to address these stressors.
Building on their first tip, “start saying ‘no’ more,” I suggest you define as clearly as possible your work and life priorities. That way you can be more confident saying ‘no’ to those requests which do not map to your priorities.
Of course this is not the magical solution, but at least it gets you moving in the right direction to improve your Work-Life Balance and reduce your work stress.

https://learning.linkedin.com/blog/advancing-your-career/stress-at-work-report–who-is-feeling-it-the-most-and-how-to-com

The Difference Between “Surprise and Delight” and Just “Delight”

Good insight in this article about the use of a “surprise” during a customer experience. It can add or subtract, depending on the circumstances surrounding the customer experience. And remember: value is based on what the customer feels and perceives, not on what we think it is or should be… 

https://hyken.com/customer-service-3/difference-between-surprise-delight-and-just-delight/?inf_contact_key=039c3c87302c70a27354fbc93ff74103f651f238aa2edbb9c8b7cff03e0b16a0

8 Ways to Read the Books You Wish You Had Time For

If you are like me, no matter how many books a year you read, you wish you could read more…
This article offers 8 excellent tips to increase your reading capabilities. Two of them fall into the category of “doing less of something” so that you will have more time available for reading.
Care to guess what you should do less of? Check tips #3 and #6.

 

https://hbr.org/2019/04/8-ways-to-read-the-books-you-wish-you-had-time-for

Before you were hired, there was a labelscar.

In case you wonder what a labelscar is, as you may see on this article’s image, it’s when a sign is taken off from a building, and the marks still show in the shape of the old sign.
When extrapolating this term to recruiting, the author suggests to ask the following question when being interviewed: “Why is the role open?”
I like this suggestion. This question can help you understand if the role will come with some “scars”, caused by the hiring manager, a faulty business process or another factor.

Before you were hired, there was a labelscar.

 

Micromanagers in the Making? Why Salespeople Struggle to Lead

Four good suggestions that can increase the odds of success of an individual contributor being promoted to manager, applicable not only to Sales. I particularly endorse the fourth one: “m

Managers must be sure they want to be managers.”

https://hbswk.hbs.edu/item/micromanagers-in-the-making-why-salespeople-struggle-to-lead?cid=wk-rss

Do You Struggle to Find Something to Say in Meetings?

This article suggests to do your pre-work before attending a meeting, so as to be ready to participate. I have two comments to make:

  1. I think this suggestion is equally applicable to anybody attending a meeting.
  2. I also think that what really counts is the value you add, not the number of interventions you make.

https://hbr.org/tip/2019/04/do-you-struggle-to-find-something-to-say-in-meetings

6 Tips to Improve Your Hiring Process

In this article you will find six good tips to improve your and your company’s hiring process. I want to offer a seventh: Hold the managers accountable for their hiring decisions. Track their hiring history and use it as one of the criteria for their career advancement. Do you want to share your comments on this subject?

https://www.leadershipnow.com/leadingblog/2019/04/6_tips_to_improve_your_hiring.html