I hear at least one of these daily…..
Why is there so much pain and agony in hiring new employees?
They interviewed perfectly, then turned out to be terrible.
I have no idea what questions to ask.
We need someone now!
We needed someone right away then hired the wrong person.
They just didn’t fit.
What did HR see in this person?
What did the hiring manager see in this person?
Can’t I just give them some sort of test?
While this does not even come close to all the complaints, it is a list of some more common ones.
I have long held that customer service is first and foremost a leadership activity, not a front-line activity. This, of course, is counter-intuitive. We think customer service stays with the person delivering the service such as the nurse, waiter, sales associate or provider. While on the delivery side, this is true. However, what is overlooked is whether we are setting up the employee for failure. The leadership must see to it that they are preparing employees for success, specifically as it will apply to customer service.
The best illustration of this
How do you get high-quality products? With high-quality associates, of course!
The third video in my CEO project series with The Corporate University at Kent State Stark discusses how to maintain high-quality within the organization. I interviewed Bob Shearer, then, President and CEO of Shearer’s Snacks. We reviewed how the organization gets to high-quality products, which included this intriguing fact: if you don’t want to sit and eat with an individual, then you may not want them to work for you.
Listen to what he had to say…..
I spent many years in the U.S. Army as a Chief Warrant Office 3 (CW3). I have heard over and over again that leading in the military is easy compared to the leading in the civilian world. I cannot disagree more.
In 2009, working a project with The Corporate University at Kent State Stark, I recorded a series of videos, interviewing three CEOs. We talked about a variety of topics from leadership to succession planning.
In this interview with Trina Cutter, President, and CEO of Western Reserve Public media we talked about strategy
When we think of succession planning, we normally think of the CEO when they retire. And, we think about it too late.
But succession planning is the perfect opportunity to be proactive and consider the challenges your successor will need to prepare for, both short-term and long-term. In other words, what should the job be for your replacement? It’s also the chance to identify opportunities the company might take advantage of as a result of a change in leadership. In other words, what should the number one job be for your
Using Table Top Business Simulations™
Lecture. Testing. Prototyping. Modeling. Practice. Rehearsal. Beta. The best way to learn and practice a complex set of tasks and skill building is to simulate. Table Top Business Simulations™ gets participants off the computer, out of the book, and working together. In other words, it puts learning out on the table.
Simulations have been around for centuries. Here are a few examples:
Generals would roll out a map in their tent then work through various situations to figure out the best strategy to win the battle. Large topographically accurate