Author: mbnelsen

Creating a Customer Service Culture

How do you create a customer service culture? It begins with an identifiable vision and clearly defined goals that are shared throughout the organization. It goes beyond the customer-facing staff to encompass every employee in every department, all working to support that vision. I worked with a client who had identified their organization as being…
Read more

December 19, 2018 0

Understanding Your Organizational Culture

Changing or enhancing a culture starts with recognizing what a culture is, and the clear-eyed understanding that one most certainly already exists. It may or may not be what senior management believes, or that HR describes during onboarding. Culture is the personality of a company, the environment in which employees interact and work. It is implied…
Read more

November 14, 2018 0

Why Can’t You Think Like Me?

Trying to quickly fix an urgent customer mistake, a CEO was frustrated by his purchasing agent’s insistence on getting a corrected purchase order first. “Why doesn’t he understand our priorities?!” he fumed. The purchasing agent did understand his priorities. They just weren’t the same as the CEO’s. He was doing his job- from his point…
Read more

September 19, 2018 0

The Real Value of Soft Skills

What is the difference between hard and soft skills? Hard skills are technical skills, the “how-to” of a job or activity. They generally follow consistent rules, are teachable and easy to quantify. Examples of hard skills include computer programming, machine operation and learning a foreign language. What we think of as soft skills are better…
Read more

August 29, 2018 0

Put Me In, Coach!

A CEO once commented that too often employee training amounts to nothing more than an “annual mandatory sheep dipping.” In effect, provide a day or two of training for employees so employee development can be crossed off the checklist. He clearly understood the downside of this approach: Training alone does not result in mastery of…
Read more

August 8, 2018 0

The Challenge of Change Management

People don’t like change. Just try switching your watch from one wrist to the other. How many times will you look at the wrong wrist during your day? How many sighs of exasperation will you suffer before you decide that this change isn’t working, give up, and move your watch back to “where it belongs”?…
Read more

July 11, 2018 0

Pay Attention to Your Most Valuable Resource

Business resources are the human, financial, physical, and knowledge factors that provide the means to perform business processes. People are the critical cog in the wheel. People who can understand, synthesize and effectively apply information. People with all the knowledge and skills they need, both task skills and people skills. How are you managing your most…
Read more

March 16, 2018 0

Ditch the Elevator Speech

“You need an elevator speech!” It’s one of the first lessons in Starting Your Own Business 101. Something that explains your business, doesn’t sound too sales-y and can be accomplished in 30-60 seconds, depending on how many floors you’re riding together. I was never very good at it. I could tell you what my business…
Read more

February 15, 2018 0

Horse Sense

I had a horse, briefly. Sage was part Appaloosa and past draft horse. It was like riding a couch. During our brief time together, it seemed that one of us was wounded more often than not. I enjoyed taking advantage of the rare times we were both in good health. One of those times was…
Read more

January 21, 2018 0

Talkin’ ‘Bout My Generation

“Don’t try to dig what we all say!” preached The Who on behalf of Baby Boomers everywhere. But when we’re stuck with each other in our work lives- about 30% of our time- maybe we should try. With up to five generations in today’s workforce, understanding each other is a greater challenge than ever. “They…
Read more

October 10, 2017 0