Category Archives: blog

A Lesson on Letting Go

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Interesting article on the benefits of letting go in your professional and personal life.
Although I agree with the concept of letting others learn from their mistakes, I think there are instances where the consequences of such a mistake may be too large.
One thing is to let your employee try a different approach to win a potential customer, even if you have your reservations about it. Another thing is to allow for a decision which could seriously hurt the finances or reputation of your company.
Do you have a point-of-view you want to share?

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\nhttps://fistfuloftalent.com/2019/06/lesson-letting-go.html\n
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Walking In Your Customer’s Shoes

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The key message in this article is “to experience all you can from the customer’s perspective.” When was the last time you contacted your Call Center as an outsider? What rating would you give such experience?

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https://hyken.com/customer-experience-2/walking-in-your-customers-shoes/?inf_contact_key=3abb1375b23f72688f8d260d962a8d574dfbc39d7283b2cb89d5189540b69330

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Managers, Know When to Stop Talking and Start Listening

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This article offers a simple yet powerful suggestion: ask questions. This will automatically put you in a listening mode, which means you will be doing less talking.
As with all habits, it may not be easy to make the switch. One suggestion I give in my coaching programs is to ask somebody they trust to help them adopt this new habit by remind them during meetings.

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https://hbr.org/tip/2019/05/managers-know-when-to-stop-talking-and-start-listening

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The 5 Qualities Needed to Be a Really Great Manager

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If you are a manager and wish to improve the performance of your direct reports, read the attached article. Very good tips.
And if you manage managers, I suggest you do something that I didn’t find in this article: hold your managers accountable for their role of managing their people. How? Assign a high priority to their people management history when being considered for a promotion.
As Lou Gerstner from IBM used to say: “Inspect what you expect.”

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\nhttps://fistfuloftalent.com/2019/05/5-qualities-needed-really-great-manager.html\n
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How to Plan Your Own Networking Event (and Invite the Right People)

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Four good suggestions on how to plan your own networking event. I found them applicable regardless of whether you are an entrepreneur, professional or company employee.
I particularly found the first suggestion very useful and practical: determine the size of the audience upfront.

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https://hbr.org/2019/01/how-to-plan-your-own-networking-event-and-invite-the-right-people

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What Good Feedback Really Looks Like

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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?

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

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Customer Service and CX Lessons from Three Iconic Brands

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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.

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

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