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…
There is an epic war being fought along the front lines of every business in the world. Business owners and managers across all industries are engaged in heavy conflict with employees who aren’t able to get through a shift without checking the screen on their smart phones, many of whom check it every couple of…
In this new economy, time is the commodity that is the most prized. Seldom do you run into a colleague or associate who has a wide-open schedule or is looking for a way to fill some empty or idle time in their day. Forced to do more with less, time-crunched leaders push their people to…
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…
It’s of great interest to me to see what others take away from my books and speeches. So, for the past several years, I’ve kept a file of the tweets others have posted that quote me after reading one of my blog posts, articles, or books, or after hearing me present a keynote at a…
