Category Archives: Front Line

The first step

Posted on April 11, 2011 by David

Your company may not be big enough. You may not have the luxury of time. You may not have hundreds of applicants to choose from. But should any of those excuses compromise your standards of selecting the right fit candidate? … Continue reading →

Posted in Career, Cast Member, Development, Employees, Front Line, Reward, Right, Training | 6 Comments

Inside and out

Posted on April 8, 2011 by David

A little crusty on the outside, but smooth and creamy on the inside. While the Candele pictured above is just that, is this the kind of employee you are looking to hire? When you have a vacant position, what is … Continue reading →

Posted in Front Line, Smile | 2 Comments

Correction

Posted on March 3, 2011 by David

“Correction does much, but encouragement does more.” Goethe As an experiment, I’ve changed my approach to communicating with my team at work. Why I have waited this long is a mystery. I guess part of it is the anticipation of … Continue reading →

Posted in 31 Day Challenge, Answers, Bottom Line, Disney Institute, Front Line, Goals, Leadership, Learning, Manager, Retention, Talents, Teamwork, Training | 5 Comments

Who is responsible?

Posted on September 15, 2010 by David

You are a manager. Good! You are working the front line. Great! A customer comes in. Wonderful! They want to see you. Sweet! They don’t look happy. Uh-oh! They want to lodge a complaint about one of your employees. Rats! … Continue reading →

Posted in Complaint, Customer Service, Front Line, Manager, Resolution, Responsible | 3 Comments