Author: bsnyder

Most organizations are service oriented. Either they are serving external customers or internal customers. Serving customers involves lots of interactions in a variety of circumstances and situations. Individuals who are customer facing and handle customer issues need to be engaging and empathetic to do their job well. This is the first rule of customer service....

Many of us have had positive experiences in our lives that altered, in a profound way, our status quo way of thinking and doing. From that point forward, we were never the same and forever reminiscent of that time. It may have been a special project, sports season, or exceptional group of friends. While those...

You’ve heard the saying. What came first the chicken or the egg? It’s used to highlight a circular reference between two entities such as leaders and followers. Leaders need followers to get better organizational results and followers need leaders to get better individual results. It makes sense; however, this view is not as common as...

What drove us to become the consumers we are today? We want everything right now and just the way we like it. For the most part, these expectations are met: faster this, more options in that, and everything cheaper. Unfortunately, when we move into our work environment we also apply these same expectations to our...

It’s no secret that individuals and teams produce better results when they are motivated. Managers, coaches, and parents often seek far and wide to find a source of motivation for those they desire better results from. Motivation can come in the form of a benefit or purpose. Benefits are usually finite and have a shorter...

We all have times in our lives when we want to achieve or get certain things done and find ourselves unable to follow through with our desires. We then compare ourselves to friends and peers and wonder why we can’t replicate their successful behavior. While this comparison may be reasonable it is not really fair....

We all have had to deal with them many times in our life: organizations that deliver sub-par products or services. They were either companies you conducted businesses with or internal departments and groups in your company you needed something from. Regardless, they were devoid of enthusiasm with little interest in engaging you as a customer....

Employment – A simple contract between an employer and an employee. The employee agrees to perform some set of activities and in return the employer agrees to compensate them for doing so. Sounds pretty simple . . . right? That’s because we haven’t considered the dynamics generated by job security, an employee’s desires, and the...

We’ve all encountered them: the chronic challenger. They don’t like this or that. Or maybe they do like this but don’t like that. They cause us angst because they don’t go with the flow and we can’t imagine how anything they say can be of benefit. We wonder why they have such a bad attitude...

Work sure has changed over the years. Technology has given us more access to information and faster ways to analyze, design, and develop that information. It has also blurred the lines between personal and work time. Our work environment has become much more casual too, from dress to business protocol. One thing that has not...