Customer service isn’t just a department set aside to handle customer concerns and complaints. It’s so much more than that. Listen in to today’s episode as Dawn Shuler shares how vital great customer service is, and 6 ways to deliver it – when something goes wrong.
Dawn Shuler talks about why an organization needs to have core values and how they can be used. She uses the core values of The Shuler Group as an example and how they show up in everything from daily actions, meetings, hiring, and evaluating opportunities.
Back in the old telecom days, when they built the nationwide phone system, they built it for the extreme pressures of one day: Mother’s Day. Are you building your organization for Mother’s Day? Listen in to today’s episode to hear what you should be thinking about now and for the future.
We’ve probably heard a lot of the statistics regarding feedback and employee engagement – that the more regular the feedback, the more engaged the employee is. But what is feedback? Is it simply a pat on the back for a job well-done? Listen in to today’s episode as Dawn Shuler explores what feedback really is (or what it should be).
A few episodes ago, I talked about IEF – and individual’s fit with his or her environment. In that episode, I mentioned that there are many factors that make up one’s environment. In today’s episode, I go over many of those factors, from internal to external, from tangible and visible to intangible.
Dawn Shuler explores The Shuler Group’s Collaborative Employee Engagement Model that pulls together employee engagement as a two-way street. Listen in as Dawn describes the primary purpose of company and employee, as well as the three facets of engagement in this model.
We’ve found that every challenge or problem has to do with a misalignment with individual and environment. Individual is, of course, the employee, the manager, the executive, etc. The environment is everything from the culture, communication, onboarding, equipment, and more. If the individual or the environment (or both) are out of alignment, you get better results when they come into alignment.
With the current low unemployment rate, do you hire at a 70% fit versus a preferred 90% fit? Listen to today’s episode to find out how the answer to this question can affect short-term solutions vs. long-term problems.
Are your employees and staff empowered to make decisions? Do they feel a sense of ownership of their position, the organization’s values, and customers? Listen in as Dawn Shuler talks about her experience at a popular grocery store chain, and how they empower their employees.
As managers and leaders, it is our duty to make our expectations clear to the nth degree. You may think that it’s up to your employee to figure out what to do, but that’s not how it goes. It is YOUR responsibility as a manger and leader to ensure that your team and staff understand what you expect of them. Are you up to the challenge?
In this modern age of smart phones, remote sharing applications, remote team workspaces, we tend to always be on. While we can feel more productive as a result, there is a cost to always being on. Listen in to today’s episode as Dawn Shuler talks about the costs to today’s always-on technology as well as boundaries to set around it.
There are plenty of times when people say something in a certain way, but they’re actually asking for something else or meaning something else. What if we could all be more honest and direct? Listen in as Dawn Shuler shares four examples of language that is hiding some other meaning.
In somewhat of a departure from pure organizational and business topics, Dawn Shuler shares the power of recording your own affirmation manifesto. Listen in to her personal affirmation manifesto and start creating your own.
I recently heard a fellow trainer and coach say that core values is a trend; everyone is doing it. As a company devoted to the Deeper Why and core values, I really had to think about this. A trend can be a fad, or it can be an indication of something here to stay. How do core values show up for your organization?
For engaged and productive employees, they’re looking for three things: trust, fulfillment, and acknowledgement. Listen in to today’s episode as Dawn Shuler talks more about how those three things show up as well as a challenge for all of us.
Most of what we see from others is on the surface. We have little idea of what is going on deeply beneath that surface. However, those deep layers have a profound effect on their lives. What does that mean to you as a manager and a leader?
Whether you’re a CEO, business owner, entrepreneur, executive, manager, or leader, these 5 books should not just be on your bookshelf, but you should read them! Listen in while Dawn Shuler discusses her top 5 favorite books for business: The Big Leap by Gay Hendricks Traction by Gino Wickman The Ideal Team Player by Patrick Lencioni Start with Why by Simon Sinek How to Change Minds by Rob Jolles
No matter how good a potential change will be, there is resistance. Whether we’re talking about personal changes, a new software program, a platform upgrade, there will be some resistance to moving to the new system. So what do we do about that? Listen in to today’s episode to hear Dawn’s three steps to overcoming resistance to change.