Practical Leadership Advice for Managers and Leaders

7 Steps to Effective Problem Solving

Effective problem solving is one of the key attributes that separate great leaders from average ones. Being a successful leader doesn’t mean that you don’t have any problems. Rather, it means that you know how to solve problems effectively as they arise. If you never had to deal with any problems, chances are pretty high… read more

Customer Service Solutions for Unpredictable Problems

Solutions for fixing unpredictable customer service problems are not complex! As we began to discuss last week, there are a variety of reasons why customer service issues spring up. Some of these issues are predictable, while others are not. Last week we talked about getting proactive in dealing with your predictable customer service problems. This… read more

Get Proactive With Predictable Problems to Improve Customer Service

Create a Plan for Your Predictable Customer Service Issues. There are a variety of reasons why customer service issues spring up. Some of these issues are predictable, while others are not. By focusing on creating a plan for the predictable problems, your staff can become better equipped to improve customer satisfaction issues when they arise. One… read more

Diffusing Dissatisfied Customers

Your business can rise or fall on your ability to manage dissatisfied customers. News of bad customer service reaches more than twice as many ears as praise for a good customer service experience. When working with dissatisfied customer situations, a great place to start is by being honest with ourselves. As much as we may… read more

Don’t Let Negative Triggers Derail Your EQ Development

Learn how to manage your triggers to effectively respond to emotional situations. Leaders who understand how to manage their emotions in the workplace have greater influence and create higher performing teams. Your level of EQ is not an intrinsic characteristic, rather it can be developed over time with understanding, practice and reflection. Negative triggers can… read more

4 Key Branches of Emotional Intelligence

Developing emotional intelligence is learning how to respond rather than react and then helping others on your team to do the same. Learning how to respond effectively starts with understanding what we call the Emotional Intelligence Management Tree. The Emotional Intelligence tree is made up of four key branches, each branch growing together to develop strong… read more

Passion and Process Work Together to Drive Performance

“If passion drives you, let reason hold the reins.” -Benjamin Franklin If you had a gallon of gasoline but no car, it would slow you down because you’d have no way to use it. You’d be encumbered with the additional weight of that gasoline. I like to think that passion without a process is like… read more

5 Keys to Improving Performance

Improving performance isn’t just about bottom-line results. It’s also about improving how we perform as individuals and as a team every day. I think it’s safe to say that, as leaders and managers, our main goal is always to improve our performance. We need to improve the performance of our teams in order to improve… read more

How To Position Yourself As An Extraordinary Leader

Leadership – particularly extraordinary leadership – is a mindset. Think about the truly respected, influential leaders that you look up to. They didn’t become exceptional simply by being promoted to a leadership position. They are recognized as extraordinary leaders because they have a presence, a mindset, a brand that they’ve positioned themselves in, either intentionally… read more