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 […]

Reading, Listening, Watching Vol. 1

The New York Times has a weekly “Download” feature where influencers share what they’re reading, listening, and watching.  It’s cool to see the different types of media that successful people consume and a good way to learn new things. I’m probably a couple hundred thousand twitter followers away from reaching NYT influencer status, so I’ll be putting out my […]

Don’t Always Let Them Make the First Offer

Conventional negotiating wisdom has always said to let the other person make the first offer. Maybe their offer was higher than yours. By making the first offer, you could be leaving a lot on the table….right? Robert Cialdini, the author of Influence: The Psychology of Persuasion, gives some insight into why you should make the first offer: “Suppose you want me to agree […]