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Employee Procedures that Work: Make it real
When we change a procedure, we know that simply making a decision and communicating it won’t get the job done. In-person and email communication of the change is important, but stopping there can lead to confusion. Documentation and training are the missing…
Read MoreEmployee Procedures that Work: Communicate, communicate, communicate
The most critical step in setting any procedure, policy, expectation, or really, ANYTHING for your employees is clear communication. People cannot follow a procedure that they do not clearly understand. I find the most challenging part of this is taking…
Read MoreEmployee Procedures that Work: Go to the front lines
As any business executive knows, it’s one thing to create an employee procedure and it’s an entirely separate thing for employees to follow that procedure. Some people may be quick to blame the employees when procedures aren’t followed, but more…
Read MoreGoal Setting for CEOs
As a CEO, I’m always amazed at how many of my CEO colleagues don’t create and write down their goals for each year. How do they know if they are on track? If their companies are doing well? If they…
Read MoreWhen to fire a customer
It’s not something that CEO’s like to hear…but there are times when you need to fire a customer for good. A few weeks ago my customer service manager informed me about a particularly unpleasant customer. In fact, the customer was…
Read MoreCEO advice to my younger self
I was just recently asked what advice I’d give my younger self with regards to starting my business. Hmmm, great question. It made me think about where I am now professionally, how I got here and how I could have…
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