Tag: employee morale

Dec 10, 2012

Errol Allen

Metrics are important in any business setting. There’s another old business adage that states “What gets measured gets done.” While I believe this to be true, there are two issues that I feel are important when discussing performance measurement. 1. Determining What To Measure 2. Properly Establishing the Metric. Defining these two items is critical […]

Nov 09, 2012

Errol Allen

Here in Houston, Tx, I award my “Now That’s Customer Service!” Award to individuals or companies that provide great customer service. I rate such things as a time to acknowledge a customer’s presence, demeanor during the service interaction, interaction consistency (if I am a repeat customer), product/service knowledge, exhibited the ability to address customer concerns, […]

Oct 08, 2012

Errol Allen

A good friend of mine here in Houston recently underwent hip replacement surgery. He’s now recovering at home and receiving both physical and occupational therapy. For a while, both therapies took place on the same day of the week – Monday, Wednesday, and Friday. My friend is comfortable with this schedule as it allows for […]

Oct 08, 2012

Errol Allen

In a perfect customer service world, we would never have to tell a customer “no.” But in real life, there are situations in which it is unavoidable. No one likes to be told “no,” and it can create a negative environment that has to be overcome. Karen Leland and Keith Bailey address some reasons you […]