Terry Starbucker

JULY 6, 2014

It was called the weekly operating dashboard report, and it was developed by our team to really tighten the screws on our service and quality levels, and provide more pertinent accountability standards to the field. On my weekly staff conference calls, they were the first things we’d “recite” before the agenda kicked off.

Metrics 214

Metrics Leadership Operations Report 214

Terry Starbucker

MARCH 6, 2016

They must See – All too often a team can be left in the dark on higher level strategic matters that concern their boss, or not be privy to certain reports or financial information. Every member of your team should have a chance to speak, report, ask questions, pose problems, and offer solutions. We can’t be focused just on efficiency.

Team 150

Team White Paper Open-book Project 150

Terry Starbucker

MARCH 6, 2014

It is not a whole lot different when leaders have their meetings and outings, scurrying around making sure everyone had something to eat, making sure the room was the right temperature, double checking dinner reservations, herding everyone back in the conference room to keep on schedule, and acting as the host up at the podium.

Leadership 259

Leadership Core Competence Sharpe Learning-by-Doing 259

Terry Starbucker

FEBRUARY 20, 2011

That sound you hear in the office, in the conference rooms, and in the field is the passing of time. Leaders who fully understand opportunity cost can see, in their mind’s eye, the “layers” of revenues and costs that exist on their to-do lists, project status reports, and business plans. Tick, tick, tick….

Tools 204

Tools Cost Conference Management 204

Terry Starbucker

APRIL 3, 2016

It was a visual representation of what I had been seeing on my recent customer satisfaction reports – great interactions between employee and customer DO make a huge difference in customer satisfaction and retention. But for me, it was anything but routine. He clearly made a customer happy. Larry just made a difference.

Leadership 150

Leadership Operations Policies Hotels 150

Terry Starbucker

AUGUST 12, 2010

No press conferences. Having been a customer service trainer for many years I know that customers can be difficult to deal with, and are much more likely to complain about or report bad service than they are to acknowledge excellent service. But usually, that’s as far as it goes. No viral Facebook campaigns.

Media 278

Media Blog Taylorism Taylor 278

Terry Starbucker

OCTOBER 3, 2010

(On a side note, this week , on October 5 and 6, I’ll be attending the World Business Forum In NYC as one of a great group of folks live-blogging the event – check out my blog later this week for my reports, and you can also monitor our real-time postings on Twitter by following the hashtag “ #wbf10 “ Thanks!)

Open-book 419

Open-book Tips Blog Learning-by-Doing 419