by Rebecca Morgan | May 5, 2007 | Developing People, Management Training
I was asked to participate in Ben Yoskovitz’s project to put together the Ultimate Guide to Productivity. He’s asking for your one best idea to increase your productivity. When I was retained by Microsoft to be their workplace effectiveness spokesperson, I...
by Rebecca Morgan | Apr 24, 2007 | Developing People, Management Training
A recent issue of the consulting firm Yankelovich’s newsletter, “Monitor,” got me thinking again about the customer experience. The article was about civility and how “kindness and consideration are always in demand,” but more so after...
by Rebecca Morgan | Apr 13, 2007 | Developing People, Management Training
Gary Kurth was fired for being excellent. His performance was so great in fact, that he out earned his colleagues. That was the problem. An April 8 story in the Santa Barbara (California) News-Press explained that Gary was among 3,400 Circuit City employees who lost...
by Rebecca Morgan | Mar 28, 2007 | Developing People, Management Training
I had flown in to keynote a customer service conference at a resort. Because of weather delays and too-tight connections, I hadn’t eaten since lunch, and now, after 9:00 p.m., the destination airport concessions were closed. I asked my driver to stop at a fast...
by Rebecca Morgan | Mar 21, 2007 | Developing People
Flying back from a speaking engagement in Ann Arbor last week, I changed planes in Chicago. I boarded the American Eagle flight at the appointed time. We sat at the gate for nearly half an hour after departure time when the co-pilot came on the intercom. “Ladies...
