Even in our competitive business environment, organizations that pride themselves on great customer service continue to be few and far between. To test that thesis, answer this: How often do you receive exceptional service—the kind where you can tell that the person serving you actually cares about keeping you as a customer? I rest my case. Now […]
Archives for November 2019
When the Thrill Is Gone: Dealing with Decommitted People
One of the biggest challenges managers face is how to respond when they notice a direct report has decreased motivation or confidence to do a job. We call this decommitment. For the most part, leaders avoid dealing with decommitment, largely because it is such an emotionally charged issue and they don’t know how. When they do […]