Great pay and benefits, low expectations, no accountability, and you’re likely to get promoted soon. You wouldn’t expect to see an ad like this, and yet, if you’re not careful, this might be exactly what you are attracting and retaining in ...
We know that to create an exceptional service culture, and one that is fully committed to safety, we need to hire right, engage, and retain the best people. These are the three keys to establishing a great workforce. Unfortunately, if ...
This month of Thanksgiving is a time when many of us reflect on our many blessings. One thing that often isn't top-of-mind on our list of things to be thankful for, though, is our employees. And that's unfortunate. In fact, ...
Traditional interview questions ask candidates about what they might do on the job. This can give insight into the candidate’s thought process and approach to different types of situations, but it is not highly predictive of what the candidate would ...
You know a disengaged worker when you see one: the receptionist balancing her checkbook, the nurse bad-mouthing a doctor to her patient, the manager who doesn’t take action to correct a customer complaint. It’s obvious that these characters would rather ...
No matter how many employees you have on your team, having even as little as one percent of those employees disengaged can have a significant impact on the bottom line. Recognition is one of several leadership skills that helps strengthen ...
When it comes to employee engagement, one size truly doesn’t fit all—or even a majority of—your employees. Each of your employees has different motivations and drivers that impact how engaged they are with their work, with their colleagues, and with ...
As you deliberately set out to create a culture of service excellence, you may find yourself encountering resistance. Your employees’ abilities and desires to change are vital to the success of your organization; they are the ones with the closest ...
1. Hold Up the MirrorOftentimes, employees entrenched in denial are unaware of their behavior. As a leader and a coach, it’s your job to help them take a step back and recognize the reality of their habit. This does not ...
Imagine a child struggling to learn new math facts for a big test. After much post-test anxiety, the student proudly rushes home with his test paper adorned with a bright sticker and the words, "Way to go!" boldly written across ...
