Search Results for: recognition

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?

8 Steps to Being an Expert Mentor

Stand back and feel proud. That’s the reward for good mentoring. Mike Georgion (pictured here), once my boss, was also an expert mentor. What made Mike such an expert? Here are eight of his secrets: 1. He gave me plentiful positive recognition for what I did well. 2. Later, when my confidence was strong, he privately asked me to take on a big project (a scary one with visibility to the whole organization). 3. He told me his specific goals, and seeing my reluctance, asked me to think about it for a week and jot down any ideas which came to me. 4. He put the next week’s meeting on both our calendars. Half-a-dozen times a day that week, exciting ideas popped into my head. By the next meeting, I’d filled two pages.