Don’t Wait Until You’re Walking Out the Door

The most meaningful things are said in the doorway as we’re about to leave. In passing. When we’re leaving a long dinner with friends, after a weekend with our parents, or in the hallway after a meeting. “I really appreciate your support in getting through that tough time” “Thanks for teaching me good values” “Good job on that project. It’s your […]

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 […]

Blueprint for the Perfect 1×1 Meeting

photo by matusfi   The most important factor in an employee and manager relationship boils down to one thing: communication. The best way to keep communication flowing is to have a consistent, scheduled, private time for both people to sit down and talk. These conversations have many names, but I refer to them as the one-on-one (1×1) meeting […]