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« Previous EntriesManaging the Performance Appraisal Process in Your Company
Friday, August 8th, 2008I was reading the WelchWay a column that Jack and Suzy Welch coauthor for Business Week. They were writing on Emotional Mismanagement. In the column, they opined that a manager doesn’t have the right to call themselves managers if they are not regularly telling their people what they are doing well, and how they need [...]
Customer Service the ACTing R.I.G.H.T™Way
Monday, April 14th, 2008The other day I had to call my doctor’s office to get them to authorized refills for prescriptions that had expired. In my attempt to contact the doctor, I had a rather interesting encounter with the medical center’s IVR system. IVR stands for Interactive Voice Response. It’s some IT geek’s idea of productivity savings because [...]
Perfection, Or Is It Just ACTing R.I.G.H.T™?
Sunday, December 30th, 2007Well, they did it. The New England Patriots completed their NFL regular game season undefeated. No other teams since the 34 and 42 Chicago Bears, and the 1972 Miami Dolphins who by the way also won the Super Bowl which means with the playoffs they were 17- 0. The question facing the Pats; can they [...]
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