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How to Build a Strong Customer Service Culture

Help Scout Leadership

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Look for ways to hear their voices regularly , perhaps on sales calls or in the support queue.

Metrics 348
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Talking About Promotions (with Very Ambitious People)

Ed Batista

Managing Expectations (1). With an obvious elite performer, the leader's task is to manage their expectations--but not in the way you might think. Conventional expectation management entails counseling patience, but that's not what I mean here. Managing Expectations (2). The Trap of Competition.

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Best New Leadership Book of 2014 To Be Announced December 1

Eric Jacobsen Blog

On December 1 I''ll announce my vote for the best new leadership book of 2014. Best Leadership Books Eric Jacobson on Leadership and Management Leadership Books' Stay tuned. It''s a great one. In the meantime, here''s a look back at my my top (favorite) books for leaders that were published in 2013.

Revenue 63
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Very Cheap, Then Very Expensive (On Job Titles)

Ed Batista

The most common challenge is the employee who continues to perform at an adequate level and remains an asset to the company but whose growth isn't keeping pace with the organization around them: The capable individual contributor who's unable to manage, or the capable manager who's unable to "manage managers."

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The 9 Best Front Alternatives for Customer Support Teams

Help Scout Leadership

Though they’ve been around since 2014, they’ve seen significant growth over the last few years. Front helps teams of all types — support, marketing, and salesmanage communications. Best for teams looking for project management capabilities. Front: Advantages and disadvantages. Price : Starting at $15/agent per month.

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Transformation During Crisis | Simon Leslie

Peter Winick

Simon is also the author of several books, including, There is No F in Sales: A Book About Selling in Every Market Condition and Equanimity: The Diary of a CEO in Crisis. We start our conversation by talking about Simon’s first book, There is No F in Sales, which shines a light on his years of sales experience.

Travel 173
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Why Your Bonus Plan Isn't Working

Ed Batista

overfulfilling sales quotas, landing a big account, inventions that become company property), payments tied to collective performance (e.g. It's also not necessarily the case that management must provide explicit guidelines or instructions--that's rarely feasible with highly-skilled knowledge workers. I have a year-old schnauzer.