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Last issue we talked about the importance of performance coaching to get training to stick. And one of the best ways of doing that is by using the G.R.O.W. coaching model. G.R.O.W. stands for Goals, Reality, Options and Way Forward, and you would use G.R.O.W. as a tool to coach improvements to behaviors and performance […]

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If you’re a manager, director, or even the C-level executive of your department, then you may already be aware of the disparity that often exists between the training dollars you spend and the performance results you are getting from that training Training is a good thing and it’s necessary for acquiring the skills needed to […]

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We’ve entered into another new year, and you may even have made a resolution or two about making some changes in your own life. Unfortunately, as you may already be aware most New Year’s resolutions tend to fall by the wayside after a few weeks. We start out with good intentions, but for some reason […]

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In our last video blog we looked at the far-reaching ramifications of allowing a single bad customer-service experience to occur. But how do we prevent these from happening in the first place? There are two rules or principles to keep in mind when dealing with customers. We’ll call these Service Axioms. Service Axiom #1 Customers […]

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