Posts by Wally Hauck
The Art of Interrupting
Wally Hauck discusses the Art of Interrupting as a paradox. Because of the challenge this represents, we can learn something new and/or think differently.
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How MAGIC can reduce employee turnover and improve employee engagement
“A startling 98% of managers surveyed feel managers at their company need more training to deal with important issues such as professional development, conflict resolution, employee turnover, time management, and project management.” (Research, 2016) When employees have the tools necessary to do their job they can be trusted and empowered and their motivation soars. When…
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Are Your Employees Trusted Advisers?
Are your employees seen as trusted advisers in the eyes of your customers? Imagine the value that perception would that bring your business. It is immeasurable. If your customers do not see you and your employees as trusted advisers, how DO they see you? Donna Greene, Executive VP of Human Resources at NextGen Healthcare, wants…
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Catchpoint and Great Customer Experiences
Can mini golf teach us about great customer experiences? YES! My wife and I recently took our 6-year-old grandson Sam to play. As an avid golfer, I realized immediately that it takes a lot of patience to take a 6-year-old to play golf, even mini golf. Of course, the most important thing in mini golf…
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Customer Focus Provides Optimal Success
Is it fair to say that all organizations need to be customer focused to be optimally successful? Is it also fair to claim that being customer focused is only going to become more important for business success? According to recent research by Kustomer, a CRM Platform organization, next to price, the quality of service is…
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Want Better Performance? Help Develop Employee’s Emotional Intelligence
What are the top skills employees need for career success? According to Forbes Magazine, the top five are soft skills (Peart, 2019). These are the ability to: learn, be resilient, adapt to change, to collaborate, and to communicate (verbal and written). And all these softs skills can be improved by developing emotional intelligence categories of skills:…
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Staying Confident in Every Difficult Customer Situation
Here is a silly question, do you experience stress in challenging situations? Of course, we all experience stress in challenging situations. Dealing with upset customers can be one of those we dread. Someone yelling at us can be disconcerting, stressful, and can feel like a personal attack. This can lead to fear and lack of…
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What’s in a Name? The Sweetest Sound!
“A person’s name is to him or her the sweetest and most important sound in any language.” ~ Dale Carnegie Juliette in Shakespeare’s play Romeo and Juliette exclaimed, “What’s in a name? That which we call a rose / By Any Other Name would smell as sweet.” Clearly, she wanted to ignore Romeo’s family name…
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Make Common Courtesy Common
Voltaire, a French writer, once said, “Common sense is not so common.” It is amazing to know he was born nearly 325 years ago in 1694 because it seems his statement is still true today. I suggest we could say the same about common courtesy. It is not so common. This is especially true today…
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How to Choose Vendors: The 4 Stages of Exceptional Customer Experience
Whenever you make a purchase that requires service afterward, it is important to choose the right vendor or provider, correct? A car, an appliance, insurance, a furnace all require after purchase service that can cost a lot of time and money. The typical practice is to obtain at least three quotes from three different vendors…
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