Insights

Practical, people-centered ideas on management, engagement, and the people experience.

  • Tenet 8 – Create Value

    LEADER’S GUIDE Overview This class focuses on creating value in terms of the individual employee, the Company, and customers.   Use the information below to enhance the class discussions.     Roles Manager – Help class participants understand that through self-development, they create value for themselves, the Company, and customers.  Employees also provide value to…

  • Tenet 7 – Skip Satisfaction, Exceed Expectations

    LEADER’S GUIDE Overview This session focuses on helping employees understand that it is no longer enough to just meet or satisfy the business needs of the customer. In order to differentiate yourself and your company, look for opportunities to exceed customer expectations. Use the information below to enhance class discussion.   Review class guidance below.…

  • Tenet 6 – Know Your Customer and You’ll Be Rewarded

    LEADER’S GUIDE Overview This class focuses on developing a deeper understanding of the Company’s external customer demographics.  We’ll discuss how we acquire customers, how the Company makes money, and why customer retention is a priority. Use the information below to enhance class discussions.   Roles Manager – This particular class can have a significant impact…

  • Tenet 5 – Feedback from Customers is a Gift

    Preparation This class focuses on helping employees embrace customer feedback as a gift.  Feedback lets you know if you are on track in meeting customers’ needs or not. Feedback perceived as negative is what most people prefer to avoid. However, this can be the type of feedback that provides constructive insight or information that helps…

  • Tenet 4 – Customers Define Quality and Service

    Preparation This focus of this class is to help employees understand how customer needs drive not only the quality of service but also the services they expect. Use the information below to enhance the class discussions.   1.  Identify examples of business practices that have been defined by customers. For example: Twitter has become a…

  • Tenet 3 – Provide Solutions and Show that You Care

    Preparation This class focuses on the two things customers most want: Solutions to Problems and Good Feelings. Use the information below to enhance the class discussions. 1.  Identify examples of what you or your coworkers have done to provide solutions and bring about positive feelings.  Collect stories and share them whenever possible. People want to…