Although there are no guaranteed ways to gain employee loyalty, certain things can be done to build a robust employee-employer relationship. The two most important elements are trust and respect. Of course, you want, and expect respect, but so do your staff members, and when they receive it, you … [Read more...] about The Role of Coaching and Leadership in Managing for Excellence
Operational Excellence
Sales Mix & Closing Ratio Analysis of Behavioral Metrics
In my last article, Behavioral Sales Metrics for Coaching Equipment Industry Sales Teams, I laid out some framework for measuring sales activities. This article is the second in the series to analyze the behavioral metrics sales mix and closing ratios. CRM systems are full of good information that … [Read more...] about Sales Mix & Closing Ratio Analysis of Behavioral Metrics
A Coaching Exercise for Improving Customer Experiences
Developing skills can be fun, and it's needed for anyone on the front line of a business. Employees on the front line with high emotional intelligence are usually quick thinking and very communicative. The problem is you can't hire enough of them because they've already got jobs. Developing your … [Read more...] about A Coaching Exercise for Improving Customer Experiences
Do Employees Use Real Excuses or Reasons for Being Absent?
Typically, you look for candidates to fill positions who have the needed skill sets and then assume they can do the job quite well. But, why have they applied for that particular job? Based on my experience, it is often to ‘escape’ their current job. People seem to spend far more time running away … [Read more...] about Do Employees Use Real Excuses or Reasons for Being Absent?