“When do you think that we will see the results of the changes?” my manager asked me. The team didn’t keep up with the company’s growth, and I joined to bring it to pace five months ago. Customers were unhappy with the service, and although the company grew in customer base exponentially, the feedback on service was not good. Customers were complaining all over the ecosystem and reviewing the product poorly. The response time was abysmal, and the stakes were …
Category: Leadership
One of most companies’ most challenging, most underappreciated roles is Customer Support. Most companies would look at technical support as a cost center. A necessary but annoying constant reminder of “the glass half empty”. I love customer support, but it isn’t for everyone. You constantly deal with issues, both externally and internally. You are the face of the company for the customers and the face of the customers for the company, but if you excel in it, the tools and skills …
Recruiting the right people is one of the biggest challenges whether you are building small teams from scratch or are leading large teams. whether your teams are centralized or distributed. Many hiring managers are still hiring people with the image of a factory worker in mind (although most wouldn’t do it consciously), each factory worker in charge of a set of tasks on the line. We hire people to do the job we defined. We want them to be capable …
We are all seeing the hundreds of images and infographics on LinkedIn revolving around leadership vs. management. We nod enthusiastically, click like and share these bits of wisdom, but how do we as managers (by title) create an environment that leads by virtue instead of manage. Below you’ll find some of the tools I found to be most effective from my experience in leading people. I’ve marked in some instances how they all interconnect to each other organically. These little …