Are You Hard To Reach?

When messages are taken within your company, your callers should not be told to expect your return call with casual reference to “shortly,” “as soon as possible,” or “call you…

The Power of an Apology

Our business careers and personal lives are filled with examples of the power of a sincere apology. Does your organization know how to use this tool? Can you identify those…

Fast Wins But at What Cost?

Businesses today have found a new strategy for all seasons. Speed. Companies across the country are pushing their organizations to embrace speed as the solution to all problems. Will it…

Fuzzy Solutions

This story was told by Phil Smith, ex-chairman of General Foods, to illustrate how creativity can solve problems. Two vets from the Vietnam War pooled their money and started their…

Avoiding Stress Claims

The increase in the number and size of stress claims has made these serious management issues. Often, these claims can be traced to relationship problems between the claimant and a…

What is it like to work here?

SSCA has a variety of proven surveys available that will offer climate information to the manager. Using the weather metaphor, we define climate as the atmosphere of the workplace. We…

Leadership and Customer Satisfaction

New customer service programs are sweeping corporate America. Named “Customer Satisfaction” or “Quality Service” or “Continuous Improvement,” they all focus on improving the customer’s experience with the company. Training is…

Use What You Have

Peter F. Drucker, in an LA Times article, stated that he has little patience with managers whose excuse is that they don’t have good people. “If you ever run into…

Why do you like being a firefighter?

Leading Through a 40-Foot Straw