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Sam Glenn's Programs Win Two Telly Awards!

Silver Telly Award

We just heard from the Telly Awards and our videos with Sam Glenn won two awards!

"A Kick in the Attitude" won a Silver Telly as Best Motivational Video! In this program, Sam uses humor and anecdotal stories to give you an attitude boost. The training program covers four lessons: Lighten Up, Reject Negativity, Keep Your Perspective, and Practice! You can view a preview of this program by clicking here.

We also received A Silver Telly Award for Best Training Video (for corporate use) for the program "Who Put A Lizard In My Lasagna" This program explores the areas of attitude and customer service. Sam focuses on lessons that will help boost your attitude: Be Creative; Remember What’s Important; Go Above and Beyond; Have Fun!

The core message of "Who Put A Lizard in My Lasagna" is Sam’s Lizard Philosophy, which is all about bringing your best to every interaction you have with customers and coworkers. We promise you will laugh at Sam’s stories as his message helps you improve employee attitude and customer service. Click here to view a preview of "Who Put A Lizard In My Lasagna."

Congratulations to Sam and the team here at Enterprise Media for the awards! If you are interested in learning more about the Telly Awards, you can visit their website at www.tellyawards.com.

Posted under What’s New, Customer Service, Sam Glenn by Stewart on Jun 21, 2010 | Comments: 1 | Post a comment»

Once again... The Problems of Complacency

I’ve written blogs in the past about the problems with complacency. I know that Tom Peters and John Kotter speak about this all time in their writings and speeches. Well, the terrible news in the Gulf of Mexico brings the issue of complacency to mind again.

I don’t think there is any doubt that one of BP’s problems was complacency. Since there hadn’t been any problems in the past, why should they think there would be problems in the future? BP was suffering from a bad case of complacency... Maybe, the managers thought, they could even push the envelope a bit regarding the strictest safety standards... complacency again! Even when the leak started, they seemed to put all their eggs in one basket - the first "cap"... they didn’t seem to have a comprehensive set of back up plans ready to go. Once again they were complacent.

Companies, like BP can get complacent. Government agencies can get complacent, too (think of the Challenger Disaster for NASA and of Katrina). Toyota got complacent about its standards of quality.

We all need to work against complacency. How do you do this? Part of the answer is awareness. Part of it also requires a regular review of processes and procedures. Part of it falls on leaders who need to be aware and willing to challenge the status quo. Human nature tends to fall on complacency. We become comfortable and unwilling to challenge assumptions. But in order to avoid real problems, leaders, managers, and all employees need to try an overcome this natural impulse...

Posted under John Kotter, Tom Peters, Leadership, Corporate Strategy by Stewart on Jun 14, 2010 | Comments: 0 | Post a comment»

Thoughts on Fortune Magazine's "100 Best Companies To Work For"

I love the annual Fortune Magazine issue that celebrates the "100 Best Companies To Work For." I always learn new ideas about excellence, service, leadership, and success when I read the article. Year in and year out, I find that there are a few enduring lessons that emerge from these companies... Here are some:

1) Great customer service starts with motivated and positive employees. You simply can’t have excellent customer service if your employees feel disempowered and discouraged. Moreover, it is very difficult to deliver consistent service when you have a high turnover rate. As Herb Kelleher used to say, "Pay attention to your people and the customers will be happy... and ultimately the shareholders will benefit."

2) These companies all work hard at internal communication. One of the critical components of a "Best Company To Work For" is communication. Senior leadership knows this and works hard at it.

3) Listening is a critical skill for leadership. The corollary to communication is listening. This skill is critical for successful leaders, managers, and supervisors. Listening is a skill that can be developed and improved and all of these organizations work on listening skills.

4) The Leaders at these companies seem to understand that it’s not all about them. These days we seem to be barraged by leaders who receive huge bonuses. Some leaders seem to feel that they are the only people that count. At the best companies, the opposite is true. Leaders know that it is the success of the entire organization that matters. These leaders are for the most part more responsive, engaged, and more humble.

5) Low turnover, loyal employees, and an open organization are good for the bottom line, which is why these companies are so successful. Even in a tough economic environment they are able to outperform their competitors. How? The investment in their people pays off in higher productivity, willingness to work on creative solutions, and commitment.

As many of you know, we have filmed at a number of these companies over the years, profiling different aspects of excellence. You can learn about the success strategies at The Container Store and Deloitte in the program Re-imagine. USAA and Whole Foods Market are featured in The Excellence Files. Tom Peters speaks about Deloitte, Stew Leonard’s, FedEx and others in a number of his programs. And yes, it is still all about the people!

Posted under Corporate, Customer Service, Tom Peters, Corporate Strategy by Stewart on May 27, 2010 | Comments: 1 | Post a comment»

John Kotter Explains His 8-Step Process of Change In Our New Release

John Kotter on Change and Leadership

Recently, Dini and I sat down with John Kotter in his office with a video crew. We asked him if he could outline his eight-step process of change. We thought it would be a great supplement to the videos we distribute featuring John.

Well, the results were fantastic! We have put this material on a new DVD release. Our name for the program is "Transform Your Organization!" In a way, we see this as a video workbook. It’s filled with practical advice and tips for any manager, team leader, or executive who is involved with organizational change.

The video workbook is laid out simply. John introduces his eight-step model for change in the first video clip. He then outlines each of the eight steps of change in the following eight clips. With each step, he provides tips for implementation (and also ideas for avoiding pitfalls). On the DVD, you can view the entire program or choose any one of the video clips to watch on its own.

We priced this inexpensively so any manager, team leader, or executive can get it as a personal reference tool. You can learn more at our website. You can also see a preview of "Step 1: Increase Urgency" there, too.

Posted under What’s New, John Kotter, Leadership, Corporate Strategy by Stewart on Apr 28, 2010 | Comments: 0 | Post a comment»

Customer Service Lessons From Lady Gaga

I read a really interesting blog today about customer service lessons from Lady Gaga (from a blog called Church of the Customer Blog). In a nutshell, here are the five lessons:

  • Give fans a name
  • Make it about something bigger than you
  • Develop shared symbols
  • Make your customers feel like rock stars
  • Leverage social media

I know Lady Gaga was talented musically, I didn’t know about her abilities to develop and cultivate loyal customers. I think we can all learn from Lady Gaga! It’s an interesting (and fun) article. Click Here to Read the Article.

Posted under Customer Service, Miscellaneous Thoughts by Stewart on Apr 22, 2010 | Comments: 0 | Post a comment»

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