Blog

Hiring for Attitude

When you’re making the decision on whom to hire- how much weight do you put on “attitude” vs. skill or experience? The importance of “attitude” in a service-oriented environment: As you look to hire and train your new employees, your overall goal is to prepare them to have a positive impact on the customer experience… Read more »

Measuring Employee Engagement

With the competition for loyal customers ever rampant, one of your key differentiators is the service provided by your employees.  Next to an extremely satisfied customer, your employees are your greatest customer loyalty tools for your business.  Their level of engagement and satisfaction has a direct impact on how the experience received by your customers.… Read more »

What Do We Give Up For Service

Recently I was on my favorite website planning a get-away vacation as a Valentine’s Day gift for my husband.  He picked the location and my job was to find a hotel – no pressure.  In a click of the button I had all kinds of options with all kinds of information.  Rates, availability, amenities, photos,… Read more »

Lessons from an Undercover Boss

What We Learn from an “Undercover Boss” (article by Catherine Loudon) While I’m usually opposed to watching “Reality TV”, I couldn’t stop my curiosity last night with the season premiere of “Undercover Boss”.  In this episode, Rick Tigner, President of Kendall-Jackson Wine Estates, goes undercover in the front line roles of his organization.  In watching,… Read more »

How Companies Keep Top Performers

Keeping these people engaged from day one is the challenge.  So how can you be positive and create an atmosphere that will build commitment and engagement? Employees who have gone through some sort of onboarding process — one that is more than the usual paper-processing bureaucracy — report feeling better connected to corporate strategy and… Read more »

Biggest Challenges Facing HR in the Next Decade

What do you think will be the biggest challenges facing HR during the next decade? This is one of the questions posed in a poll by the Society for Human Resource Management titled “Challenges Facing Organizations and HR in the Next 10 Years.” The survey responses, gathered from 449 HR professionals, show that: Getting and… Read more »