Eric Jacobson

MARCH 26, 2012

I really like author Paul R. Timm's advice to stop asking your customers the "typical" questions and instead ask them open-ended questions. Here's what Timm recommends: Don't Ask : How was everything? Can I get you something else? Did you find everything you need? Will that be all? Was everything satisfactory? Instead Ask : What else can I do for you?

Advice 92

Advice Power Skills Marketing 92

Eric Jacobson

MARCH 24, 2012

The next time you stay at a Marriott hotel look in the nightstand drawer for Marriott's booklet that highlights its milestones and tells the Marriott story. In the booklet, you'll find the following 12 ways that Marriott practices good leadership AND customer service : Continually challenge your team to do better. Take good care of your employees, and they'll take good care of your customers, and the customers will come back.

Hotels 91

Hotels Leadership Quality Follow-up 91

Eric Jacobson

MARCH 28, 2012

A good manager is both a coach and a counselor. Generally, coaching should precede counseling. As a coach , a manager: identifies an employee's need for instruction and direction and this need is usually directly related to his or her performance or career goals. Coaching is collaborative. It relies on mutual, progressive goal-setting, personal feedback, and an ongoing, supportive relationship.

Armstrong 82

Armstrong Handbook Construction Goal 82

Eric Jacobson

MARCH 27, 2012

A lot of companies struggle when creating their mission statement. Author Peter F. Drucker provides the following good advice in one of my favorite book's of his, The Five Most Important Questions You Will Ever Ask About Your Organization :" Every mission statement has to reflect three things : Opportunities Competence Commitment In other words, he explains: What is our purpose?

Mission Statement 81

Mission Statement Drucker Advice Commitment 81

Eric Jacobson

MARCH 24, 2012

By: Guest Author, Kyle Lagunas Consumer technologies are infiltrating the workplace. Employees have access to powerful tools, applications and networks at home, and expect that same access at work. From employee and manager self-service portals to the growing number of social media elements in performance and learning management, the technology employees expect to find in the workplace is changing.

Human Resources 81

Human Resources Software Media Comparison 81

Eric Jacobson

MARCH 28, 2012

If you don't want to get your speech off to a bad start, the communications experts at Speechworks suggest you: Don't apologize (particularly about your anxiety or lack of preparation. Apologies put your audience on the defensive. Don't start by telling a joke (which may not be all that funny, or is irrelevant, or that may even be offensive to someone in your audience).

Audience 78

Audience Management Leadership 78

Eric Jacobson

MARCH 27, 2012

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder. So, here's a checklist that is primarily from sales expert and author Paul R. Timm that you can use to evaluate your organization's customer service via the phone: 1.

How To 72

How To Reference Efficiency Information 72