Credibility of leaders

How Underestimating Departure Times Killed Credibility

This past week I was flying from Toronto to San Diego, a relatively straightforward flight with one stopover in San Francisco. Unfortunately, this didn’t end up being the case. Upon boarding the Air Canada flight, all the passengers were notified by the stewardess that the Captain and First Officer had not yet arrived for the… Read More…

Use Service-ability to Create a Competitive Advantage

I was boarding a plane back from Ottawa last week and was faced with the reality of having to sit at the “back of the bus” as I call it, last seat at the back of the plane. I was happy to do it though (despite someone presumptuously taking my seat and asking me in… Read More…

irate employee

Dealing With An Irate Employee

“Personally Shawn, I think this entire process is crap.” That was the response I had from an employee when I was recently interviewing members of her team to understand what changes they believed were necessary for the department (and ultimately the company) in order to improve productivity and efficiency. I’ve been doing at least one… Read More…

Take a closer look at your customer accounts

It’s Time to Take a Closer Look at Existing Customer Accounts

If you are trying to grow your revenue, are you looking in the right places? That’s a question I ask during most of my client strategy sessions because, in my experience most organizations seek new business growth (i.e. new customers, new clients) but pay little attention to the opportunity that exists in growing revenue of… Read More…

Standard template responses in customer service

Please Be Advised

Are you using templates and processes in an attempt to ensure your customer service representatives are delivering a consistent messages? If so, have you confirmed whether these responses are actually serving your customers? There are few things that I find more frustrating than receiving a “canned” response during an interaction with customer service, and this… Read More…

Why You Need Your Employees Trust

Why You Need Your Employees’ Trust

I was recently interviewing employees of a large division to determine their level of engagement (i.e. commitment to the company; desire to share and support improvements, etc.) and found that employees consistently mentioned a lack of trust in “management.” It would appear that the lack of trust stemmed from a previous acquisition, during which employees… Read More…

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