The Secret Sauce to a Superior Customer Experience

One part of my business is that I have to travel a lot. I see the best and worst of what companies actually do to their customers. The poor experiences seem to overwhelm the best. Have you noticed?

Just recently I was going from Minneapolis to NYC. The jet was late, the attendants crabby and when I got to my hotel, the clerk was annoyed that I was late and acted more tired than I was. Chalk one up for mediocre service. Maybe you take the corporate jet and this isn’t a concern. But I am sure that you buy “stuff” with your money at a variety of places, and it doesn’t take long to experience service breakdowns, does it?

Quickly we all experience:

  • discourteous employees
  • unresponsiveness zombie-like employees
  • customer service reps that can’t make a decision
  • excessive delays on the phone
  • unknowledgeable employees
  • lack of complaint resolution
  • dinosaur service policies that don’t help
  • confusing service options
  • false promises

The list could go on, but let’s not get depressed. Sometimes I wonder what these organizations are thinking. Did they plan for their employees to do a poor […]

By |June 11th, 2014|Comments Off on The Secret Sauce to a Superior Customer Experience


Customer service passed away quietly last night. It succumbed to a long illness. The wake is at the next quarterly meeting, and the funeral will follow shortly. Each year companies worldwide struggle for sales growth and profit, yet a conservative estimate of their loss from poor customer service comes in at a staggering $338.5 B a year.

Customer service has been ailing for some time now. Excellent customer service is seriously lacking in most places we spend our money. Think about it – can you recall a recent experience where the customer service was really bad? Sure you can. Think of other places you have spent your hard earned paycheck: grocery store, bank, restaurant, a fast food chain, a department store, a gas station, a hotel, an airline, an online merchant and the list could go on. How many of these had poor to average service? Probably most of them. How many really stood out and had outstanding service? Very likely, it was only a few. Here are four reasons customer service silently passed […]

By |June 10th, 2014|Comments Off on THE DEATH OF CUSTOMER SERVICE



The pendulum has swung and is stuck, in favor of companies managing employees as human capital. In other words, nameless commodities. Many HR teams support this while trying to garner executive approval. I believe it has caused them to lose their way while wreaking havoc with employee trust in them.

A Google search of the question, “What is the purpose of the Human Resource Department?” yielded the following response at the top of the page.

“The mission of Human Resources is to maintain a fair, equitable, and positive work environment for all employees, in support of the mission of the organization. It is based upon the belief that the success of any organization, and its ultimate value, is primarily dependent upon its people; and that the development of the greatest potential for each employee will create job satisfaction and career opportunities for individuals and provide maximum benefit to the organization.”

To me, HR was created for this important task of providing protection, development and opportunity for all employees. That […]

By |May 28th, 2014|Comments Off on WHO TOOK THE HUMAN OUT OF HUMAN RESOURCES?

Creating a High Performance Team: 4 Keys for Accelerating Results


Do you need a breakthrough with a team that is “stuck”? Has your manager challenged you with bigger goals this next quarter? Do you want to better results with your team this year? Here is a simple but powerful model for creating a high performance: HP= CE (C+C+C). This High Performance Formula is a roadmap to help you focus on leadership practices that matter. It evolved from working with over 100 companies in diverse settings and summarizing what the best managers did to outperform others. Let’s get into it and define each part.

High Performance

This means exceeding your goals not just reaching them. It also means finding ways to become consistently better so your reach new heights. The best managers know that people who are “turned on” can achieve extraordinary results. They studiously facilitate the elements of the High Performance Formula (whether they know the framework or not) to bring out the best in their teams.

Clear Expectations

All good performance starts with clear expectations and goals. […]

By |May 19th, 2014|Comments Off on Creating a High Performance Team: 4 Keys for Accelerating Results

How to Create Employee Engagement: 4 Leadership Methods That Work

Do you want to motivate your team to a higher level of performance? Do you want more self-satisfaction and recognition for your efforts? Ramp up your team through four keys approaches to employee engagement.

All companies and managers want employee engagement. Everyone measures it and does action plans. It’s the talk of the town. Yet, we have the highest levels of employee dissatisfaction and disenchantment in history according to Gallup, Dale Carnegie, and Aon Hewitt research. Why? Employee engagement has become a strategy not a way of doing business. It’s seems to be all about the numbers.  It is something corporations and leaders are trying to do to people. In order for it to work it needs to be personal and emotional, and a process that is done with people. Company leadership really needs to care about the success of their employees. Once companies and leaders begin to figure this out they have the opportunity to tap the greatest resources of a company-their employees.

In this leadership training video, Rick reveals 4 leadership skills to drive employee […]

By |May 5th, 2014|Comments Off on How to Create Employee Engagement: 4 Leadership Methods That Work