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By Jeff Toister | Wednesday, January 21, 2015

Customer Service Tips: Offer the Worst-Case Scenario

Follow these customer service tips for happy customers

Employees have an opportunity to influence customer expectations with each interaction.

Many instinctively paint an overly rosy picture of the best-case scenario. They quote the fastest lead times, promise responsive service, or offer to sway their boss on a special request. It makes customers feel good in the moment—but they’re later disappointed when their high hopes go unfulfilled.

It seems counter-intuitive, but a better strategy is to give customers the worst-case scenario. It may wind up delighting them. Follow these customer service tips and see for yourself:

By Bob McGannon | Monday, January 19, 2015

4 Tips for Managing Team Debates

2015_01_19_TeamDebate

When you work on a team, it’s inevitable that debates will surface.

Here are a few tips for managing these “passionate” discussions—to ensure they remain positive:

By Todd Dewett | Thursday, January 15, 2015

The 4 Skills You Need to Be a Better Manager This Year

want to be a better manager?

You’ve heard the saying: People who live in glass houses shouldn’t throw stones. In other words, it’s unwise to criticize others when you, too, are flawed. Many consider this sound advice, but the adage creates a conundrum for people in positions of leadership.

On one hand, holding others accountable is one of the core duties of leadership. It often involves delivering difficult feedback or making difficult decisions such as letting people go. On the other hand, holding people accountable makes everyone want to examine you and your work more critically. The higher you climb the ladder, the more this is true.

To survive life in the glass house—and in fact to be a better manager than you are now—you must develop a few skills that weren’t as critical early in your career. I’m going to tell you what they are and how to get them.

By Bob McGannon | Saturday, January 10, 2015

5 Tips for Managing Remote Employees

managing remote employees requires frequent check-ins

Earlier this week, we offered tips for setting up a workspace at home, and establishing routines as a remote worker. This article focuses on off-site team members from another perspective: Managing remote employees.

Managing people who work at home, in other office locations, or even in other countries is a reality many leaders face these days. It comes with some challenges, certainly—but when location isn’t a factor, you also have the opportunity to tap into the greatest mix of available skills to pull off your project objectives.

To help you be an effective manager with a far-flung team, here are five tips critical to your success.

By Jolie Miller | Tuesday, January 06, 2015

So You Want to Work From Home: Establishing Routines

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If you’re one of the millions of people who hope to work from home in 2015, we’ve got some tips for you.

Last week, we showed you how to set up your home workspace for maximum efficiency. Today in the second article of our Work From Home series, we’ll help you figure out how to structure your day.

Establishing routines will make all the difference between crazy days in which you get little done and productive days in which you accomplish a lot with few interruptions. Even a company that’s skeptical of work-from-homers has to appreciate productive workdays!

These are the three questions you should ask yourself when setting up your workday routines:

By Lisa Gates | Monday, December 29, 2014

How to Get Promoted in 2015: Your Negotiation Strategy

strategy for how to get promoted

You’ve had a fantastic year, a great review and you’re ready to ask for a raise and/or a promotion Excellent goal.

First, let’s define “ready.” If you’ve taken stock of your accomplishments, prepped a story or two that frames your undeniable value, investigated the health of your company, and researched your market value, then you’ve done your preparation (see yesterday’s article to tackle those steps).

Yesterday we showed you how to plan and research your ask. Today’s article is all about strategy.

Follow these five steps and see how to get promoted and get that raise:

By Lisa Gates | Sunday, December 28, 2014

5 Tips: How to Get a Raise and Promotion This Year

Learn how to get a raise — by planning

With 2015 days away, it’s a great time to take a look at what you accomplished this year:

You’ve worked hard, produced results, added value to projects that may have been outside your prescribed expectations, deepened your experience and capacity, and repeatedly demonstrated your current and future potential.

Yep, you’re all that. So it’s time to negotiate for that raise and/or promotion.

By Todd Dewett | Wednesday, December 24, 2014

How Accurate Is Our Self-Perception at Work?

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One of the most difficult things to do is understand how others view your behavior, performance, and character. How accurate is our own self-perception at work?

Psychological research reveals that people never see themselves as others see them. The only question is whether the gap is large or small.

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