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To Err is Human
- February 27, 2018
- Posted by: Hillary Feder
- Category: Customer Engagement
No CommentsIt’s highly likely that if you’ve been in business long enough, you’ll make a mistake that impacts a client. When it recently happened to my company, we handled it in a way that simply seemed right. But we learned a valuable lesson that I think you’ll not only appreciate, but also will be surprised by.
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People are People First…and Always
- November 7, 2016
- Posted by: Hillary Feder
- Category: Company Engagement
Businesses rely on proven processes—performing steps in a proven manner that consistently results in successful outcomes. It’s a totally logical best practice for achieving goals. Yet the people who are trusted to execute those processes correctly with their discretion are critical. And while competency is fundamental, their willingness to exert discretionary effort is what separates the wheat from the chaff. Therefore, organizations that deeply connect with their people are most likely to shine.
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Smallest Actions Make Huge Impact
- July 26, 2016
- Posted by: Hillary Feder
- Category: Creating Emotional Connections
In a project update conversation with a client (Sandy), I asked if she had special plans for the weekend. Her expression fell as she told me, “I’m flying to D.C. to spend the weekend with one of my dearest friends (Cathy) who is struggling with cancer.”
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Relationship Nurturing for the Season, with Style
- October 25, 2015
- Posted by: Hillary Feder
- Category: Employee Experience
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Real Service Recognition Resonates
- February 1, 2015
- Posted by: Hillary Feder
- Category: Employee Experience
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Power of Words
- August 1, 2011
- Posted by: Hillary Feder
- Category: Company Engagement