Tag Archives: retention

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workplace meetings

Workplace Meetings And The Big Takeaway

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People who join the conference are often curious about the takeaway. In workplace meetings, leaders are interested in the key points. What you takeaway is as important at what you bring.

The hope is that you enter the meeting prepared to be engaged. You’re curious about the key points, what you should remember, and why.

Most people attending are thinking about the information that they are about to receive. They’re sizing up the mood, the feeling, and the intensity.

There may be a joke, some laughter, and some anxiety. A sense of urgency, seriousness, or concern.

Retention Rate

Knowledge transfer has a retention rate. The rate is greater only three hours after the meeting as compared with three days. When it comes to weeks, months, or even years, the retention grows even smaller.

Worse, sometimes the retention is changed. It is the big fish story. The embellished version of what was really said.

If you are present and contributing what do you want people to remember about the meeting? Does it matter what color of shirt you wore? Will your behavior, gestures, or body language leave a lasting impression?

Sometimes what we have to offer, the information or the learning we intend to exchange, gets lost. It gets lost because our focus is on what we want to share instead of what we want to be remembered.

Workplace Meetings

Creating the big takeaway requires appropriate planning. It is suggested in the beginning, compelling during the middle, and reiterated at the end.

The best thing about workplace meetings is not when they are over. The best thing is about the opportunity you have to create or inspire change.

If your meeting reads like a dictionary not much will be remembered. Not because it is not valuable but because the expectation is that you’ll always have a place to look it up.

Information exchange is not about blurting it out, it is about the craft of creating retention.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.


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customer service systems

The Failure of Customer Service Systems

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There are people who believe everything requires a system. Operations, a system, production, a system, and customer service, a system. Do customer service systems fail? You bet.

Executive Decisions

When senior leadership decides:

In a variable services model, all customers must pay a specific price.

We’ll charge our best customers a little more to continue with the service they once received as a standard offering. New or smaller customers still get the old deal.

The organization will bear no burden for merchandise they don’t manufacture. “All we can do is send it back.”

These examples and many more represent the foundation of systems failure.

The organization wants loyalty, retention, and happy customers telling others to join in.

The failures often start with a system.

Customer Service Systems

The system that fixes price for the customer who spends ten dollars, and the customer who spends ten thousand. Fail.

Then there is the system that says our best customers need more attention, our core philosophy operates on a first come, first serve basis, to get your old level of service you need to pay more. Fail.

Of course, there is always the blame game. “We aren’t the manufacturer. You are a victim the same as us.” All we can do is send in a request or send it back and wait. Fail.

High Cost of Systems

Systems can be important. Systems help us navigate and structure what are sometimes complicated situations. When serving your customers, systems can work, or they can be the beginning of the end.

What is the cost of replacing a customer? Does it cost more to get a new customer or to keep an existing customer? Are the front-facing teams appropriately empowered to work beyond the system?

Often a system built to protect the organization is a system built to fail with the customer.

There is an alternative. Identify your best customers. Use a net promoter score, historical data, or let front-line teams make recommendations.

There is a chance the system you’re building will not protect them, it will alienate them.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.


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workplace emotions

Are Workplace Emotions Productive or Destructive?

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Workplace emotions are often regarded as inappropriate. Are emotions important for success or are they a distraction?

Perhaps most important is to remember that we are talking about people here. Living, food consuming, and carbon dioxide producing, people.

Engagement and culture are driven by emotion. Emotions are part of people, they come with the package.

Productive or Destructive?

If you’ve been told to remove the emotion be aware of how you’ll manage your future interactions. If you’re telling people to remove the emotion consider revising your approach.

Certainly, there are times to consider setting aside some of the emotion. Business decisions do sometimes need to be made with setting aside some of the emotional connection. Economic hardship, downsizing, or even organizational survival may come to mind. This is reality and a truth.

Sometimes counterintuitive is that one of the most destructive actions related to culture is removing the emotion.

Let me be clear what I’m talking about. This is not about the person weeping about the death of the window plant. He or she may need some additional help.

This is also not about acting out the latest SNL skit in the breakroom. Humor can be helpful in some cases, however, it is also very volatile. Humor, or the use of humor is a different discussion.

Workplace Emotions

What is important about workplace emotions?

Customer’s make decisions based on emotion. Employee’s make decisions based on emotion. Your culture is driven by emotion.

Psychologically when someone shuns another person in the workplace about emotion, the next time they are feeling something, they may disconnect. This includes passion, inspiration, or even kindness.

They’ll disconnect with the thought, disconnect with the moment, and disconnect with the flow.

Is engagement problematic? What about loyalty? Are you measuring employee or customer retention?

Suggesting on the removal of emotion may be one of the most destructive actions you can take. Do you want a team, a brand, and loyal customers? You’re going to need emotion.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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Desperately Seeking

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In the workplace what…

  • attracts people across the generations?
  • captures everyone’s attention?
  • makes earlier generations stay?
  • makes newer generations leave?

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Every generation wants their own definition, they want to be respected and defined by who they are not how others are labeling them. In fact, what most may want is no generational label at all.

Your business and team may not be perfect, but most don’t seek true perfection, they seek respect, inspiration, and reward.

– DEG

Dennis E. Gilbert is a keynote speaker, corporate trainer, and consultant that specializes in helping businesses accelerate their leadership, their team, and their success. Reach him through his website at http://DennisEGilbert.com or by calling +1 646.546.5553.


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