Archives for July 2009

Quick-draw Recognition

The road to a blah workplace is paved with good intentions  .  .  . “I intended to let Michelle know what a good impression she made on our visitors.” “I meant to tell Derek that his solution worked for our team and saved us hours of work.” But time is precious. In just 30 seconds, put your good intentions into practice. Make your recognition handwritten and personal; therefore memorable. Write an old-fashioned paper note which can be displayed or kept in a drawer. When your lucky recipient runs across it days or weeks later, it will remind him of his action that you valued, and refresh his energy to continue that same good work. End the blahs for your lucky receivers! For printable forms like the one above, click  Download Quick-draw Cards, or for an email attachment card, complete the comment section below, typing “Request email card” in the comment box.

7 Ways to Make Your Customers Love You

My web designer has made a new person of me. Karen Mazza took me from being a technophobe, to being an excited website/e-newsletter/blog addict . . . addicted to working on my own tech stuff, that is. Here are seven examples of her actions – –  tips for you on how to educate your customers: Karen responds same-day, often same-hour, to my questions, changes, and requests. Karen sets me up for success by giving very specific instructions – she puts herself in my place and explains everything from the non-tech person’s point of view. Karen answers my dumb questions with respect and brevity.

Speeding at the DMV

“Waiting in line for a driver’s license is an aggravation nobody needs. People who wait one hour for a four-year license must feel like they’re waiting four years for a one-hour license.” – Lt. Governor Stan Lundine, New York State So the New York Department of Motor Vehicles decided to do somethng about it. They embarked on a mission to improve their customer service. They reinvented themselves and shortened their customers’ average wait time from 96 minutes to 27 minutes. How did they do it?