Tag: myra golden keynote speaker

Keep Customers Apprised – An easy way to improve the customer experience

Here’s a quick way to make life easier for your customers. Keep them apprised of the next steps in their customer journey. Super Shuttle, a nationwide airport shuttle service, put a smile on my face and removed the risk of stress in my life by merely keeping me apprised.

img_supershuttle

As I was gathering my things and heading out of the keynote ballroom, my iPhone buzzed. It was a text from Super Shuttle. They texted to give me my vehicle number and a link for me to track my shuttle. I had a very short window of time to get back to the airport for my flight, and it was rush hour in Austin. This text with tracking information certainly made life easier for me.

4 Pain Points of Coaching Employees and How to Handle Them

iStock-893150726.jpg

We coach employees to make them better, and to correct unacceptable performance. In both cases, there are four things you, as a “coach” must do to make coaching bring out behavioral change.

The Four Things Coaching Must Be

Immediate – You can’t put off coaching discussions.

Foreseeable – Your expectations must be clear, so no one is surprised. Ever.

Consistent – You can’t give corrective feedback sometimes, and then other times turn a blind eye.

Impersonal – You can’t talk to some employees about poor performance, but sit back and let some employees make the same mistakes. Doing this makes you seem unfair, and this spells big problems.