Category: #ResultsThatLast

Four Questions to Keep Your Team Focused and Working on What Matters Most thumbnail

When I look back on my career at Verizon at the times my teams truly knocked it out the park–the times we increased results exponentially and led the Nation in results or had a major turnaround pulling a team out of the abyss, there is one common characteristic. We had the team laser-focused on the one or two critical behaviors that mattered most at the frontline– and they were doing them

4 Secrets to a Successful Performance Improvement Conversation thumbnail

You sit down for an earnest performance improvement conversation. Things improve for a minute. And the next day (or the day after), she’s back to her “hot mess” behavior. Sound familiar? Maybe it’s her. Some people are hard to reach. But before you write her off as “unfixable,” take a hard look at your approach.

Center Your Performance Improvement Conversation Around These

10 Things to Do When Your Team’s Not Listening thumbnail

Her call touched me deeply. She was trying so hard…to establish the right vision, to key in on the important behaviors, to scaffold and develop…and her team just wasn’t listening. Perhaps you’ve been there too. You’ve got vision. You care deeply. You teach. You repeat yourself. But no one seems to “get it”? Here are ten questions worth asking when you hit that wall–when your

The Amazing Side Effect of Make-It-Right Customer Service thumbnail

I thought I was getting ahead of the blizzard, After all, the snow wasn’t supposed to start until Friday morning. But apparently I wasn’t the only one thinking Thursday morning was a good time to slip out to our local Trader Joes. Every register was open and the every line stretched all the way to the back of the store. I had to give them credit–they had clearly planned for the onslaught and

6 Competencies Your Sales Team Must Master

6 Competencies Your Sales Team Must Master thumbnail

My husband looked at me in bewilderment as I explained why I couldn’t buy that “perfectly good” house in the neighborhood with the great schools, close to his work, UMD where I teach, BWI airport, our church, and our gym. “I love the house. It’s a great community. But I just can’t trust that builder. If they hire someone LIKE HER as their sales manager, I question who’s

The Biggest Reason Employees Stop Caring

The Biggest Reason Employees Stop Caring thumbnail

When I was in my sales and customer service executive roles, whenever I needed a pick-me-up, I would go talk to the new hire classes. They’re fired up, full of ambition, and ready to serve. “Raise your hand if you’re looking to be promoted into management.” Every hand in the room goes up. Sadly, in many companies something happens along the way. Talk to the same group a year in, and the

A Deeper Dive into Developing Your People

A Deeper Dive into Developing Your People thumbnail

When I ask managers where they regret not spending enough time, unequivocally, the number one answer is “Not spending enough time developing my people.” There never seems to be enough time, or resources, or support from above, or fill in your favorite blank here _______. And yet when I ask managers to identify one thing they KNOW would improve their results, you guessed it… the same answer

How to Launch a Successful Project

How to Launch a Successful Project thumbnail

Have you ever been handed an “impossible” project, only to realize that the next step is to convince your team it’s completely doable? In this video, I share two manager’s responses to the identical task. The project was identical, their team’s response and level of engagement is worlds apart. I imagine both scenarios will feel scarily familiar. What can you do to encourage more from

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