You need to establish a relationship with the people you are serving, and ask them how you are doing often. Of course, this means you might not like what they have to say, your customer satisfaction score might be low, you will have to work harder, and perhaps eventually you will have to change quite … Continue reading It’s not you asking
The more words you use to describe what you do, the less the chances it's going to be relevant for the person you are introducing it to. We got used to jargon, adverbs, adjectives, buzz words, complex sentences, convoluted paragraphs, confusing language tricks and zero substance. Our brain is trained to disconnect as soon as … Continue reading Get to their point
What if you would become an expert in things those you seek to serve are interested in? What if, instead of 20 blog posts a month you would write only one this time around? And then the next month. And the next. And the next. What if you would have the time to thouroughly research … Continue reading How would you feel?
In a period in which everyone (rightfully) promotes remote and flexible work, and in which technology is at such a stage to make these things very possible, let's not forget the importance of having a face-to-face chat, of getting to know the people you work with on a personal level, of being able to sit … Continue reading Interactions
I can find all the praises for your product or service easily. I can talk to one of your reps in minutes. If I prefer so, your chatbot will guide me to the content most relevant to my situation. I can painlessly answer a survey to help you improve your website, and with one single … Continue reading A whole lot more
Three different ways to manage people. Here is how you do it - This is the way of (micro)management, telling people what is the right way to do their job. We like to think of this way as a way of the past, a way of the age of manual production lines and repetitive tasks. … Continue reading Three ways to manage
When choosing someone for a task, make sure you clarify the reason why they've been chosen. You were the first one entering the door this morning. Everyone else is very busy at the moment. We've already purchased a license for you. I allocated the tasks so that everyone has a fair chance to show their … Continue reading Chosen