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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…

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Employee 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…

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Employee 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…

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Goal 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…

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When 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…

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CEO 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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