Epidemic Enthusiasm and Pandemic Pride

Every businessman knows that the key to turning customers into raving fans is to give exceptional customer service, to provide not only for the customer's needs but for their every want and desire even before they know that they have a want or desire. What eludes many business owners is how to provide that level of customer service. Literally hundreds of books have been written and seminars sold on how to improve customer service. Experts have employees imagining everything from mailboxes to Caribbean beaches all in the hope of improving customer service.

Change Management: Getting Everyone on Board the Change Train

How do you get everyone on board the change train that is gaining speed and heading out of the station? How do you get your people to, not only go through the motions, but also actually 'buy into' the changes that are necessary? Learn the six most common reasons people resist change and the tactics to convert this resistance to commitment.

Change Management: Avoid Havoc In Very Uncertain Times

Escalating gas prices...tensions and turmoil in the Middle East...a struggling world economy. Leadership, in times of uncertainty, is not that much different from that of ‘normal' times. What does differ is the degree to which basic tactics of change management are applied. In times of uncertainty, leaders must pay even more attention to the people issues in change.

Make Change Easy - Get Involved!

The level and intimacy of involvement in change makes a big difference to how people are able to respond. Taking 'control' of change can be fruitful, enlightening and, yes, enjoyable. If you are undergoing change, think it through, and then think how you can enable your people to get involved too...

Don't Forget Where You Came from - Why the Past is Important in Implementing Business Change

Much of the literature and advice on implementing business change focuses on knowing where you are going and making sure that you understand and communicate a consistent vision of the future. Indeed, I have looked at the importance of this in an earlier article in this series. This article, however, looks at the past and its often under-estimated importance in implementing change.

The Change Management Process

Change Management is a critical piece for corporations. Large corporations depend on it for anything that affects their production environment. But what is change management at all? Change Management is the process that kicks in when a change is made to the production environment of a business. For the matter of this article we will use an Information Technology related case to explain Change Management.

Change Management Needs External Focus

Poor managerial performance is viewed more as structural rather than market factors. The mantra of the managements for increasing efficiencies and profitability is more often than not structural adjustments within the organization.

How Do You Know You Are Getting Better? Use Data to Drive Improvement

All around us success is measured. A football team measures its wins by its scores. We measure the success of our investments by their rates of return. To really measure quality improvement in healthcare or any other business requires that we use data to measure our success. My article gives you tips on how to do this.

The Unhappy Couple: Change and Improve

In order to change, there need to be an urgency. In the story below, there is none.

For Change Management Success It Pays To Be Seen

Change management success requires visible, persistent engagement by an organization's leadership. Read this article for tips on how an organization can demonstrate its commitment to the change process.

What Does it Mean to be Smart?

What it means to be smart is the willingness to learn; to look for alternatives and select the best possible option; then demonstrate the competencies required to execute the plan. Our society adequately develops the required technical and intellectual skills, but we’ve missed the mark on developing essential skills that help people manage complexity.

8 Ways to Avoid Litigation When You Sell a Business

Based on recent litigation storm clouds, business owners planning exit strategies better batten down their legal hatches. As a small business owner, your company most likely represents a significant portion of your net worth. That’s why it’s crucial not to let litigation wash it away when the time comes to convert your years of hard work into cash.

How to Plan Your Business Exit Strategy

You started your business with dreams of making millions. When the time comes to sell your business, you will want to keep as many of those after tax dollars as you possibly can in exchange for your blood, sweat and tears. Advance planning can make a big difference in the amount you pocket after the sale of your business.