Category: Management

Mar 24, 2023

Errol Allen

Most companies know they should document their processes. But they don’t. Not because the work isn’t important — but because documenting the process feels: Time-consuming. Overwhelming. Hard to start. So the business continues relying on tribal knowledge — the “unwritten rules” inside people’s heads. The risk?When key employees leave, the knowledge leaves with them. Companies […]

Mar 24, 2023

Errol Allen

Process documentation is a key element of any successful business. It is the foundation that provides structure and consistency in all aspects of operations. But committing to process documentation requires dedication, attention to detail and commitment from all parties involved. Without this commitment, processes will quickly become outdated, inefficient, or completely irrelevant and may even […]

Apr 20, 2022

Errol Allen

People VS Process When issues arise because a customer is dissatisfied or a mistake occurs, it’s commonplace to blame employees for the customer’s discontent.  Now I’m in the mindset that most people come to work to do a good job. I believe that most people do not get up in the morning thinking “I’m going […]

Apr 18, 2022

Errol Allen

Why is the customer angry? I see so much information about how to handle an angry customer. My question is – Why is the customer angry? Are multiple customers angry about the same thing? Does anybody know? I spent a lot of my corporate career asking this question. There would be discussions regarding the need […]