Category Archives: Customer Relations

Measurement is Not Management

“The employees respect what the boss inspects.” Since Frederick Winslow Taylor published The Principles of Scientific Management in 1911, breaking down tasks into measurable pieces had been the cornerstone for employee training and tracking performance. Why then, do many large organizations with … Continue reading

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When Supervisors Become Managers

Any promotion means more responsibility. Few steps require as big a leap as the transition from supervisor to manager. Each step up the ladder involves a change in tasks, but an employee’s first managerial position necessitates a change in thinking; one which isn’t … Continue reading

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Invisible Discounts

In the words of the late, great Father Guido Sarducci of Saturday Night Live fame; “I canna teach you everything you need to know about business inna fiva minutes. You buya something, and thena you sell it for more.” A … Continue reading

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Marketing for Trust

Why are car dealer commercials so crappy? I’m not talking about the manufacturers’ ads. Those cost millions and have big-name professional spokespeople. The regional marketing association ads aren’t quite as flashy, but Ford Truck Month or End of Year sales for the … Continue reading

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Why Do We Hate Salespeople?

A recent episode of “Downton Abbey” included a new servant tasked with passing out canapés at a dinner party. “Try one of these,” he quietly suggested to a guest. “I’m told they are quite good.” He was immediately pulled aside … Continue reading

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