Author: thinkjcw

Aug
18

Creating “WOW” Customer Service: Part One

When customers complain to a company about their services, that company almost always misses a beautiful window of opportunity to regain a customer. We will look briefly at the top ways companies push potential clients away. They train employees to ask, “is there anything we can do?” The problem is that there is likely something […]

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Aug
18

7 Key Steps to Engaging Your Staff

August 8, 2017   Managers everywhere are facing the challenge of having teams of disengaged employees. How big is the challenge? According to Gallup, only 32.7% of employees are engaged at work across all industries. That’s the number that should worry us the most. It’s why our economy is the way that it is, why […]

By thinkjcw | public
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Aug
18

Why do your employees hate getting to work?

Why do your employees hate getting to work? Why do your employees hate getting to work? Problems. There’s no getting around it. They’re the reason why employees dread getting to work. Most employees like the people they work with and their job. But ongoing problems that constantly arise and managers’ fail to fix them, just […]

By thinkjcw | public
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Oct
19

Do We Need Managers?

I recently read an article about Zappos and their CEO, Tony Hsieh, doing the unthinkable: firing all the bosses and not replacing them. In the October, 2015 issue of the Atlantic, business journalist Jerry Useem described the move as making “all previous moves toward ‘employee empowerment’ look like the mild concessions of an 18th-century monarch.” […]

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Oct
07

The Rise and Fall of a Great Company: The Death Spiral and How to Avoid It

There is a scenario so dangerous for a company we have come to call it the death spiral. It sounds grim, but it is entirely avoidable. The gist of a death spiral is this: when something used to be the key to success not only stops working but is now causing the decline of the […]

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Sep
30

Taking the Mystery Out of Workplace Accountability

Holding people accountable at work is a bit like finding buried treasure—it would be amazing to have, but no one knows how to get there. I’ve provided you with a treasure map, X marks the spot. Let’s begin. At it’s core, what is accountability? Accountability is that act of intentionally introducing pain to a person […]

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Sep
24

A Culture of Execution and Why it Matters, Part 3

The best place to observe the dynamics of the culture of execution is, ironically, in meetings. Meetings are most often named as the time-waster, getting in the way of execution. This is certainly true of bad meetings. However, key meetings that happen on a regular basis are actually the key to fantastic execution. The reason […]

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Sep
23

A Culture of Execution and Why it Matters, Part 2

The culture of a company is a gravitational force that is either propelling your team into high achievement, or driving them to disengagement and unproductive time on the clock. If you can develop your company’s culture such that an invisible force is propelling them to aligned execution, you will feel the difference. There are four […]

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