Coaching, Consulting, Facilitation

July 2011 Flagstaff Business News

A business that recognizes and develops a culture that operates on acceptance can overcome diversity-related business challenges. Increasing performance through enhanced engagement is just the beginning.

But what is diversity? We usually define diversity by what we can see - age, gender, race, sexual orientation and ethnicity. What most of us miss is diversity of thought. 

June 2011 Flagstaff Business News

It takes a good deal of courage to go out on your own and leave the security of a regular paycheck and benefits.  Others who have started businesses have lost jobs and took it as an opportunity to go after their dream.  Their pink slip became their “Captain, May I?”  But courage isn’t without fear.  Ambrose Redmoon said “Courage is not the absence of fear, but rather the judgment that something else is more important than fear.”

May 2011 Flagstaff Business NewsWhen we work with our clients, we ask them lots of questions. We don’t ask just any question. We ask questions that challenge and provoke thought and help us learn about them; what they like, what motivates them, what they want from their business. We get them to describe why they’re in business, why they do what they do, to get a clear vision of their business or organization – to discover our clients’ passion for being.

April 2011 Flagstaff Business News

One of the objections we hear about trying to improve customer service is that much of the workforce is transient – young employees who do not have a commitment to stay. We hear some other harsh assumptions made about this particular workforce; for example, they act as though they are doing the employer a favor by working there, they don’t value customer service as important, and they just don’t have the same work ethic.

This drove us to talk to some twenty-somethings who are in our local workforce. We wanted to find out if this was truly an obstacle and if this portion of the workforce is totally hopeless, or if we could find some tips to help businesses that employ them.

March 2011 Flagstaff Business News

A common question we are asked when coaching managers and supervisors is how to give feedback.  While feedback skills are critical, in many instances it is only a temporary fix to a greater issue impacting morale, employee commitment, creativity, innovation and potential.

February 2011 Flagstaff Business News

As a result of the economy and general direction our society is heading, we have lost perspective of our businesses.  We have become so caught up in the everyday minutia of our businesses that we have lost touch with the drive and passion that motivated us to go into business in the first place.  We have lost our accountability.

January 2011 Flagstaff Business News

With a New Year approaching, we all have hopes and dreams for new potential and fresh starts. Many of us in business look forward to 2011 being a successful year, with dreams that we will have loyal customers, good profits, strong leadership, abundant innovation and creativity, and the opportunity to make an impact for the good of humanity. Unfortunately, it doesn’t take long for the nagging thoughts, voice of reason, voice of reality and fears to start squashing those dreams and we soon lose sight of the hopes and dreams we had for the New Year.

December 2010 Flagstaff Business News

A small business can actually become big based on their customer service. It can also fail. Brian Head, Economist with the SBA Office of Advocacy, states that “as a general rule of thumb, new employer businesses have a 50/50 chance of surviving for five years r more,” and one of the top reasons these new businesses fail is poor planning.

September 2010 Flagstaff Business News

The values shared by those who embrace the belief of customer service include civility, generosity, integrity, empathy, and pride in community.  When someone demonstrates these values and behaviors in their work, it carries into the rest of their life.  So, they begin to treat their families, friends, and others with civility.  They begin to take pride in their surroundings, so they take care of their homes, their property, and public areas.  They begin to be more civil in traffic, whether cars or grocery carts.  They give their free time to helping others in need.  People who have customer service values also value giving back to the community.

August 2010 Flagstaff Business News

Get with it people! PLAY! Yes, play. Everyone is doing it. Fortune 500 companies are bringing in “funsultants” to help them learn to play. Major companies are enlisting their employees on spirit teams to bring fun to the workplace. Our culture has forgotten the importance of play in our daily lives. We either separate work and play or forget to play altogether.

July 2010 Flagstaff Business News

One of the objections we hear about trying to improve customer service is that much of the workforce is transient; young employees who do not have a commitment to stay. We hear some other harsh assumptions made about this particular workforce; for example, they act as though they are doing the employer a favor by working there, they don’t value customer service as important, and they just don’t have the same work ethics.

June 2010 Flagstaff Business News

Excellent customer service for your business starts with you. Take an honest look at what you are doing to promote a positive customer service experience in your business. Here are some questions to consider helping you get to the root of problem.  Be Honest!

May 2010 Flagstaff Business News

Onlyread this article if you can stand the heat! 

Providing a great customer experience is one of the most effective business marketing strategies you have for your business and it costs little or nothing, just a different way of thinking. We’re all customers of someone, so we have the best lessons available at every turn. And once you begin to think like a customer you’re able to turn those lessons into new ideas and behaviors for your business.

So, what do customers really want?