Improving Performance: Two Types of Standards
The cornerstone of an effective quality observation process is documenting specific, observable behaviors and tailoring coaching accordingly. An effective way to consider performance (quality) standards is to categorize them as either “foundation” or “finesse.”...
Make Your Customer Access Strategy Uniquely Yours
What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours to make. My overarching advice: Make your customer access strategy uniquely yours — do what’s best for...
Empower Your Workforce to Fix Things for Customers
Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it. You can throw all the...