Category Archives: Manager

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