1/21/2020
I haven’t written anything new for the RBC website since 2017. Yesterday I announced on the site that the business is closing down. This led me back to the site and a viewing of many of the blog articles I wrote over the years.
Here are some of my favorites:
(all links open a new tab)
Meetings –
The Modern Meeting – Don’t Hold It!
Meetings – where you begin to be a more effective manager
Meetings – Understanding The Shapes and Roles
Meetings – First – Don’t Have Them
Do You Meet with Your Staff Regularly? – make these meetings more productive
Effective Meetings End With Effective Tasks
Managing People –
Three Counter-Intuitive Steps to Becoming a More Effective Manager
Manager – keep your mouth shut – a path to the power of the team
Financial Incentives – do they work?
Delegation (Outsourcing) and Keeping a Focus on Strategy and Results
Managing for Weakness – a mis-management myth
Strategy – Marketing – Sales
“I Want to Build a Sales Company That Makes Things”
Prospects and Networking – build success at the end of a conversation
Old Customers: The People-You-Know Sales Strategy
Moments of Truth
When I began to spend more time working with services companies in the late 1990s and into the 2000s I stumbled on a new concept (for me) concerning customer perceptions and the management of customer expectations. This came through the book Service Management and Marketing: managing the moments of truth in service competition by Christian Gronroos ( DC Heath: Lexington Books 1990 Boston). I combined the concepts presented with the Value Stream Mapping practices I had learned from the Toyota production System (Lean Manufacturing). This gave me a powerful tool to deal with how to design processes that are in play when a customer contacts a company by phone, internet, or in person. Those are the Moments of Truth. How does the company make a Moment of Truth a winning experience for both sides.
You can download a PDF of a brief description of these concepts here: Managing the Moments of Truth: A Value Creation Model for Services Organizations
Here is a related blog entry: Increase Your Value through Customer Perception in Professional Services
The Coaching Process
Here is an introduction to how I worked with clients:
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