Most companies will testify that first and foremost that their employees are their greatest asset. Read most mission statements and they will say some version of “our customers are our number one priority”. Neither statement could be truer, or more crucial, yet many companies have an alignment problem between the two. Consider the typical employment [...]
Archive for the ‘Leadership’ Category
Promoted beyond the customer?
Posted in Business Strategies, Customer Service, EQ, Leadership on September 24, 2009 | 1 Comment »
Netflix Culture
Posted in EQ, Leadership, Performance Management on August 27, 2009 | 1 Comment »
A friend of mine who works for NetFlix forwarded me a great article from Fortune Magazine that provides a small amount of insight to the culture driving the success and innovation of Netflix. At the heart of the article is a 128 page PowerPoint presentation prepared by Netflix CEO Reed Hastings which is embedded below or [...]
Does Compensation Affect Employee Engagement?
Posted in Leadership, Performance Management on August 19, 2009 | 1 Comment »
When you ask most new managers what motivates people to work hard, they all say money, although research and several management books say otherwise. Typically you find that the things that actually motivate employees to perform at a high level are things like being involved, being respected by both their boss and peer group, having someone [...]
EQnomic effect of Performance Management
Posted in Business Strategies, Leadership, Performance Management, Training on August 12, 2009 | Leave a Comment »
Performance management is one topic on which we provide training at PeopleSmarts. Over the course of the past several weeks we have been internally discussing this topic and the launch of a software application to support and provide additional resources in conjunction with our trainings. While performance management is a comprehensive process, one piece of [...]
Trying…
Posted in Leadership on July 30, 2009 | 1 Comment »
I am thinking today about how word choice can impact performance and commitment level. This week I have had two instances where people “committed” to a meeting or task by saying “I will ‘TRY’ to do that” or “I will ‘TRY’ to be there”.. . Guess what? It never happened, they didn’t deliver. Imagine if [...]
Am I really better than 80% of people?
Posted in Business Strategies, Leadership, Performance Management, Self-Regard on July 23, 2009 | Leave a Comment »
This week I was talking to a friend who reported hearing a story where two figures were quoted: one was that 95% of people thought they were “better than average” drivers , and that 95% of people thought they performed at work at an “exceeds expectations” level or higher. Of course, an hour of Google [...]
EQ Leadership
Posted in EQ, Leadership on July 10, 2009 | Leave a Comment »
We are going to announce the formation of a book club here soon with an emphasis on books that illustrate great leadership in business and life. The first book we will be discussing is entitled True North by Bill George. George begins his book saying, “As the world becomes ever more dangerous and our problems [...]
Quality product / service = repeat business = higher revenue
Posted in Business Strategies, Customer Service, Leadership, Performance Management on July 9, 2009 | Leave a Comment »
We have been talking a lot this week about employee engagement and the effects on business. As a business owner, you know that it is critical to have repeat customers. Repeat customers only come from satisfied customers. Dissatisfied customers spend their money with your competition – if this is not the case, you are quite [...]
Playing to Win
Posted in Above the Line, Business Strategies, Leadership on July 6, 2009 | 2 Comments »
Clare and I just returned from the 2009 International Conference on Emotional Intelligence in Toronto. It was by far one of the best conferences I’ve attended in my career, with a lineup of speakers who really knew their stuff. My main goal was to learn as much as I could from other practitioners about why [...]
Culture can yield shareholder return
Posted in Customer Service, Leadership on July 1, 2009 | 1 Comment »
Yesterday headlines of Bernard Madoff’s 150 year sentence were everywhere. 150 years in prison for corporate fraud and running the largest ponzi scheme in history. For years he successfully stole money from very rich and seemingly smart individuals. How? He was able to show greater than average returns on their first invested dollars which of [...]
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