Archive for the ‘Working with People’ Category

Creating A Killer Customer Experience and The Story of The Happiness Machine

December 21, 2010 Leave a comment

OK – I know what you are thinking.  The Happiness Machine and Killer Customer Experience – These are words that just DO NOT belong together.

I’m here to tell you that I am one of the few who believes it’s possible to have a Killer Customer Experience (in a positive way).  And as for The Happiness Machine, well – You’ll just have to see for yourself.

Check out the video below. Coca-Cola (service provider) demonstrates an example of how to deliver a truly killer customer experience to a group of college students.  What I like about this, is it serves as a good reminder of what is possible.  Check it out!

So what can we learn from this video on providing a killer customer experience?

  1. The importance of over delivering.
  2. The idea of giving the customer something they don’t necessarily expect
  3. The concept of “going the extra mile” doesn’t always have to be a “full” mile Read more…

The Why’s and How’s of Mentorship

December 10, 2010 Leave a comment

I was asked the other day if I had some thoughts behind setting up a mentor/mentee relationship.  What a great question!!!  While I don’t have the “Manifesto” for Mentorship I do have a few thoughts around the topic that I thought would be worth putting in this blog.

I’ve always loved the idea of having (and being a mentor).  When done right, both experiences can be rewarding.

What’s The Value of Having a Mentor?

Having a teacher (aka – mentor) to help guide and push you is a remarkable way to increase the speed and quality of your learning journey.    You typically look for mentors because they know something that you don’t, or you can gain wisdom that you don’t get in any course or book.  Mentors can be great sounding boards and motivators.  And depending on mentor/mentee relationship, they can (and should) hold you accountable for reaching your goals and objectives. Read more…

Skills Matrix Scoring – A Simple Management Tool To Move Your Organization in the Right Direction

December 1, 2010 Leave a comment

As a manager, I have often found a need for an effective tool to help me identify:matrix

  • organizational strength and weakness areas
  • organizational training needs
  • individual development areas
  • organizational and individual flight risk patterns

Over time, I developed a simple excel Skills Matrix Scoring Spreadsheet that provides valuable “at a glance” information to help me ensure I’m managing my team to success.

Read more…