Reading, Listening, Watching Vol. 2

Volume 2 in the “Reading, Listening, Watching” series inspired by the NYT Sunday Feature Download articles. Reading Charlie Munger is Warren Buffet’s right hand man. If you haven’t heard of Charlie it’s because he deliberately takes a low profile while Warren is the face of Berkshire Hathaway (aka the most successful holding company in the history of […]

One Simple Hack to Hire Great Talent With 50% Less Effort

Building a team is arguably the most exciting part of being a manager. Finding a great person for your team is one of those “booyah!” moments. Getting to that moment is very hard. Think about all the time and work involved between the thought “My team needs to grow!” and the moment a candidate begins her first […]

The Customer Service KPIs Every Manager Must Know

“What gets measured, gets managed” –Peter Drucker (father of modern management) “Ok…but what the hell am I supposed to measure?” -Everyone else The million-dollar question: “What should I be measuring?” A customer service department has endless possibilities of data points to track and use as Key Performance Indicators (KPIs). Every service ticket is (hopefully) logged in a […]