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The Dealer Dilemma: How to Improve the Client Experience from the Inside Out and Outside In
- August 2, 2018
- Posted by: Hillary Feder
- Category: Customer Engagement
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How a new client advisory board and improved internal communications are making a construction materials manufacturer for residential, agricultural, commercial, and cold storage facilities overcome issues limiting efficiency, productivity, and growth.
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Onboarding Actions Speak Louder than Words
- June 25, 2018
- Posted by: Hillary Feder
- Category: Employee Engagement, New Employees, New Hires
Ah, Spring—the season of new beginnings, punctuated by graduation ceremonies designed to inspire scholastic achievers who are eager to share their knowledge with employers. But are their employers ready for them?
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To Err is Human
- February 27, 2018
- Posted by: Hillary Feder
- Category: Customer Engagement
It’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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To Heck with “Safety First”: Be Bold & Grow
- January 10, 2018
- Posted by: Hillary Feder
- Category: Company Growth
Happy 2018! Don’t you just love the smell of a fresh start?! Swelling health club parking lots and vigorous pursuit of healthy eating confirm that human nature values improvement. Alas, good intentions are often overwhelmed by previous habits (But that’s another story!).
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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.”