Kaatje

“When a customer complains, he is doing you a special favor: he is giving you another chance to serve him to his satisfaction. You will appreciate the importance of this opportunity when you consider that the customer's alternative option was to desert you for a...

“Plans are only good intentions unless they immediately degenerate into hard work.” — Peter F. Drucker, Management: Tasks, Responsibilities, Practices (1973) Key Takeaways Agreement is not the same as implementation. Operational change requires ownership,...

“People leave managers, not companies.” – Marcus Buckingham, former Head of Research at Gallup Key Takeaways High turnover creates major hidden costs through training, lost productivity, scheduling instability, and lowered morale. Employees are more likely to stay...

“Sensing what the customer is feeling, he is able to change pace, double back on his track, and make whatever creative modifications might be necessary to home in on the target and close the sale.”  – David Mayer and Herbert M. Greenberg, Harvard Business Review Key...

“To win in the marketplace you must first win in the workplace.” – Doug Conant, former CEO of Campbell’s Soup Key Takeaways Friendly competition can increase appetizer, dessert, and drink sales without creating an aggressive sales culture. Small rewards often work...

“When it comes to the world of work, more connectivity and more communication is not necessarily better. In fact, it often makes things worse.”  – Cal Newport, author of Deep Work Key Takeaways Too many workplace tools can create more confusion, not more efficiency....