The Power of Setting Expectations

I had the most remarkable conversation with a new client CEO this week. As a kickoff to the project, I wanted to understand his expectations about the work I was to do.  expectations2He is new to the organization and comes in the middle of a period of overwhelming growth and change.  As we discussed his vision for the organization, and as he looked at his leadership team through that lens, he told me that he saw a reluctance on the part of his leadership team to say “no.”

When I pressed for details, he explained that his predecessor had focused on making customers happy, and so decisions were based upon that criteria and value system.  Customer demands had grown, and the staff was stretched thin along with the budget. (more…)

Could HR Sell Our Services? Would Anyone Buy?

What if Human Resources had to sell their services to their customers, fulfill the promise, and be paid based upon results?  How many HR teams would get passing grades from the executive team, the leaders and the employees?

From a Vendor Perspective

I came across a cute blurb in Travel & Leisure called “confessions of a hotel reviewer” who travels incognito to hotels where there has been a complaint, and inspects the level of customer service.  confess1Actually, I remember that well from years ago when I was a desk clerk at a Holiday Inn.  Everyone panicked for weeks before the inspector was “due” because the implications of failure were severe.

Hotels engage these “reviewers“, stores and banks use “secret shoppers,” healthcare uses the Joint Commission, all to make sure that the promise to their customer/patient is being fulfilled. (more…)