Customer effort There’s a lot of talk about how much effort a customer is required to put forth to complete some task with an organization. Whether it’s to buy a product, to get an issue resolved, or to do something else. There’s even a way to measure this effort, using the customer effort score. If […]
Paying People to Lie
The best way to fill your organisation with liars… Is to set up an incentive scheme. I guarantee at least two deceptions: The first deceit The lying starts with the debate about the target: What service level can you meet? What can you shave off your budget? How much extra can you sell? 10%? 20%? 30%? If someone has a bonus […]
Rule 19: Look after the Workforce
You don’t understand the work You might think you have a tight grip of how your operation is working… but you just don’t. How can you? You spend your days in meetings. Picking up actions to write PowerPoints you can present at more meetings. You are rarely in the workplace. The workforce understand the work […]
Rule 18: Discuss the Work
There are two types of conversations about work: The first is a Friday evening conversation. It is best held at about 5pm in the pub just around the corner from the office in hushed tones. The first conversation discusses who: Who screwed up Who is on the way up Who is on the way out And […]
Rule 8: Train Your Staff
Your staff’s performance varies Some know how to stack shelves faster than others Some know how to negotiate a sale better than others Some know how to resolve a query more effectively than others Some know how to welcome customers more warmly than others Some variation is helpful — there would be no test and […]
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