A customer service manager of a regional banking chain recently told me about a challenge her managers were having in getting young tellers to handle incoming calls when they were assigned phone duty. “It’s astounding how many will answer our business line by just saying ‘Hello’ or ‘Yo. Wat up? This is Monique.’ It’s almost…
The phrase “Coffee is for Closers” resonates with anyone who’s seen the classic film, Glengarry Glen Ross. This 1992 movie stars six Hollywood A-list leading men as salesman who work for an unethical real estate outfit. The actors portray fast-talking hucksters who lie, exaggerate, and use a series of con games to goad unwitting prospects…
Every company that employs teens and young adults wrestles with the boundaries of professionalism. How do you get the emerging workforce to set aside, if only temporarily, the supposed “personal right of individual expression” in favor of representing you and your organization without completely zapping them of their enthusiasm, creativity, and energy? Sometimes their personal…
Distracted workers are to employers what distracted drivers are to other motorists — a constant and growing threat. There isn’t a manager on the face of this planet who is willing to share the focused attention of her employees with the screen of a cellular phone. The reality is that employers are being forced to…
I’m shopping for a refrigerator to replace a custom built-in model that is in my home. Always looking for a bargain, I went online and found a great deal on one through a major retailer. This particular fridge had been marked down because of a scratch on one side, and the way my kitchen is…
With almost 2 million YouTube views in three days, this video has definitely struck a nerve with parents everywhere. (To get the full effect of his extreme measures, you have to watch to the shocking end.) There won’t be any gray area; you are either going to love or hate his parenting tactics. Has dad…
