Who’s Job Is It?
Customer service is full of unknowns. While there are specific parameters bounding the space that the majority of complaints and problems will fall into there is always a percentage that will be outside them.
Emotion and Work
Imagine a work place where everyone communicated with each other solely via email, memos and reports.
Re-defining Success
Businesses use many metrics to tell them how they’re doing. Some of it are self-congratulatory.
The Meaning of Work
Every workplace and every business has processes. They are an efficient way to transform the energy of the employees into meaningful output and measurable outcomes. That’s how the business moves forward.
The Value of Your Employees
Every company on the planet pays lip-service to the idea that its employees are valuable and that everyone working in the business matters. Until, that is, we look at bottom-line economics.
That’s Not My Problem
We pay employees to get their work done. Job retention is subject to job performance. There is a whole apparatus arrayed around that designed to remind everyone that they have “work to do” and just get it done.
Remove Friction in Your Business
Just because a process in your business goes unchallenged, and maybe unnoticed, doesn’t mean it has no impact.