Author Archives: Jeri Quinn

Using Level 3 Conversations to Bring Out the Best in Your Staff

  Drew just got done giving his staff of five the parameters of a new service they would be offering, how it would be rolled out, what the CEO wanted the company to be known for and what a high quality deliverable would look like.   Then he said, “Let’s now have a level 3 […]

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Getting Employees to Deliver Results

Mark was aggravated. Shelly had just told him, ‘We’re not going to meet our projections.” She had created goals that were important to the organization. Without their completion, other departments couldn’t move forward. Now she and her team were falling short. What was he going to do? Get bossy and demanding? Question? Plead? Yell? Act […]

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And You think you’ve got problems!

In line with our discussion of creating successful outcomes, here are some funny pictures of results created by some people who just couldn’t get it right. You think you’ve got problems? Reply to me if you laughed. Is it the laughter of recognition?

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Happy Holidays: A Story About Customer Service Culture and Accountability

“We practice NEAT here”, said the manager. “What’s NEAT?” said the temp. “It’s an acronym. It stands for – say the customer’s Name, make Eye contact, Ask Questions and say Thank you. We really want the customer to experience how special she is.  At our business we hold each other accountable for always providing a […]

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Thanksgiving Every Day?

Tom, a business manager, told me. “I don’t have to thank my employees. They’re doing their jobs. That’s what they’re paid to do. I’ll thank and praise them when they do something extra.” Me: “Do you like to be praised? Do you like to be thanked?” Tom: “Sure, but only when I deserve it.” Me: […]

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Check Out This Dance and Light Show

I love dance. I’ve been a dancer since my teenage years, doing modern, tap, jazz, ballet and now ballroom. This modern dance number reminds me that we have an effect on everyone near us. Our energy ripples out and impacts much more than we realize (example: your company’s culture). The dancers are truly dancing with […]

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