Better employee experiences make people’s lives at work easier and go beyond to promote learning and growth, ensure safety and security, and foster connection and belonging. Four simple principles can assist you to help people perform to their fullest potential. When applied to employee experience, the Four Fs unlock productivity and cut down on energy-sapping frustration … [Read more...]
Deliver on what you promise
How good is your do-to-say ratio? Adam Bryant says the right balance is heavy on follow-through and reliability. Those who have it will go far in life. Reliability goes to the heart of what it means to be a team player. It removes the hierarchy of an org chart and acknowledges that everyone relies on one another to achieve a goal.” - Paula Long Source: Strategy + Business, … [Read more...]
Worth a Glance – November 11, 2021
Last week’s. . . . . . most read post Cost of veterinary care concerns consistent among generations. Link. . . . AHD Bulletin Animal Health Digest Bulletin – November 4, 2021. Link. . . . Archives Archived AHD posts for October 2021. Link. This 11-year-old is helping hard-to-place dogs in shelters get attention – and find new … [Read more...]
The rise of the eco-friendly consumer. . . our employees
Opinion For decades, our industry focused on animals while feeling forced to deal with people. Harsh? Probably, but true. In the current companion animal context, we’re seeing a growing focus on the animal owner as part of the pet care community. Additionally, the animal health pros we employ come from five generations, all of whom have their own opinions and … [Read more...]
Customer service is not customer experience
Customer service is only one aspect of the entire customer experience. Customer service needs to be put into context — which means putting customer experience first. Most customer service starts when a customer calls with a problem. By contrast, customer experience starts with hope — with the reason the customer chooses you in the first place.” Source: Strategy + Business, … [Read more...]
The first 5 minutes of a meeting shape its outcome
Successful meetings are intentionally designed. The basic idea is that to support people and move critical objectives forward, leaders need to ask themselves four questions: Why are you meeting? Who needs to be there? What conversation needs to happen? How can I create the conditions that will enable that conversation? The author says this is the toughest … [Read more...]
Ways to give people a good work experience (video)
Bhushan Sethi and Carol Stubbings believe good work in today’s employment environment needs to: involve a decent workplace contextoffer fair payhave tolerable levels of changegives autonomy and control over one’s workoffer a chance for fulfillment. Workers today want careers that fit their values, are enjoyable, and contribute to society. Source: Strategy + Business, … [Read more...]
Collaborating isn’t the only option
We often find that to make progress on our most important and difficult challenges, we need to work with people whose perspectives and positions are different from ours, writes Adam Kahane referencing his book, Collaborating with the Enemy. Working with diverse others doesn’t have to mean compromising your values. But if you just can’t do it, there are other ways to solve … [Read more...]
How women can succeed by rethinking old habits
Sally Helgesen and Marshall Goldsmith discuss self-limiting behaviors that are simply part of being human. Their combined experiences with women in virtually every sector taught them that even women at the highest levels can undermine themselves with specific self-sabotaging or self-limiting behaviors that are different from those that most frequently undermine men. Not all … [Read more...]
Why we fall for false expertise and how to stop
One of the more important assets a group can have is the expertise of its members. But, research indicates that even when everyone within a group recognizes who the subject matter expert is, they defer to that member just 62 percent of the time. When they don’t, they listen to the most extroverted person. People are not naturally skilled at figuring out who they should be … [Read more...]
Opinion – Bank ATMs turn 50
The authors have created an innovation-centric overview of the ATM. It is a fun read. I am old enough to remember when ATM transactions were free and ATM networks allowed for free transactions from a machine branded with a bank you did not use. Today, ATM fees range from $2.00 to $5.00, no matter how much cash you receive. The average is about $3.00 per transaction where I … [Read more...]
Cross-selling is not a strategy
Ken Favaro shares that almost overnight, cross-selling has gone from a ubiquitous practice imbued with positive connotations to a politically incorrect word that’s redolent of corporate misbehavior. This could be a wonderful thing if it causes companies, including your own to rethink their approach. Source: Strategy + Business, March 21, 2017. You want your customers … [Read more...]
There is no replacement for direct interaction
One of the primary reasons to get teams together has to do with the hardwiring of the human brain. Yes, our technology is constantly improving, which allows for more virtual meetings and geographically diverse teams. But, “building trust is a multisensory experience,” says Valérie Berset-Price. “Only when people are physically present together can they use all of their senses” … [Read more...]
Your people’s brains need face time
The technology that supports virtual meetings and dispersed teams is getting better and less expensive. But our own brains are not wired for two-dimensional relationships void of non-verbal cues. We need the human connections. Source: Strategy + Business, December 12, 2016. Building trust is a multi-sensory experience. Only when people are physically present together can … [Read more...]