‘“…in my experience, the best way to get something done is to give it to someone who is busy,” said Vetinari.’ ~ Going Postal (2004), Terry Pratchet “But the reward for lots of work seemed to be lots more. If you dug the biggest hole, they just gave you a bigger shovel.” ~ The Shepherd’s […]
Author: admin
Harnessing Psychology for Smoother Transitions: In and Out of the Workplace
Change is inevitable in any workplace, but it doesn’t have to be painful. As a mother of two (now) well-adjusted teenagers, I can say that change is not always well received or foreseeable. The ways leaders introduce and prepare for change, however, are very solidly within our scope and control. My oldest child just passed […]
Glass Slippers: Creating Positive Organizational Culture
Over my career, I’ve worked everywhere from tiny startups with family nepotism to massive corporations. Through it all, I’ve figured out what really matters to me in a workplace culture. Top of the list? Accountability, especially from the top down. When leaders own up to their mistakes, it sets the tone for everyone else. But […]
What Your Customers Don’t Know CAN Hurt Them
The Upsell That Cost More Than Money: A Customer Success Cautionary Tale In the world of business, Customer Success Representatives play a crucial role. They’re tasked with helping clients navigate company policies and services while also aiming to increase sales and customer retention. But what happens when these goals conflict? Let’s dive into a real-world […]
When Everything is An Emergency…
Nothing is an emergency. Managers: you are in charge of fostering or mitigating a crisis mentality within your teams. Encouraging or participating in a culture that values firefighting and rewards heroic last-minute saves inadvertently encourages a constant state of emergency. This type of environment can stem from prioritizing short-term wins over long-term sustainability, or a […]
Special Treatment Causes Special Problems
In the world of customer success and relationship management, it’s tempting to go above and beyond for your most valued clients. After all, shouldn’t your biggest accounts get the royal treatment? While this approach may seem logical, it often leads to unforeseen challenges that can undermine your overall customer success strategy. The Pitfalls of Preferential […]
Volunteers: You Get What You Pay For
Keeping Your Unpaid Workforce Happy and Productive Hey there, fellow cat-herders, both professional and hobbyists. If you’re reading this, you’re probably knee-deep in the world of volunteer management. Maybe you’re organizing a desert campout, running a community garden, or snuggling cats at a local animal shelter. Whatever your cause, managing volunteers can be deceptively trickier […]
All Aboard! Onboarding Defines the Journey
In the world of customer success, few processes are as critical as onboarding. It’s the first real interaction a customer has with your product or service after the sale, and it sets the tone for the entire customer journey. A stellar onboarding program can be the difference between a customer who churns within months and […]
Employee Relationship Management
Employees are your first customers. Managing your team includes employee relationship management, and while it might seem stiff and formal, here’s why you should use an ERM system (even if it’s just a folder with a spreadsheet on each employee). HR is most frequently the subject or arbiter of ERM systems, and this post isn’t […]