Jen Kuhn

In this age of technology, I often wonder whether or not we are too connected.  Gone are the days when we each had a level of anonymity or uninterrupted time to ourselves.  Today we have the ability to stay in touch with everyone, at any moment.  *Cue flushing toilet*

Has our ability to stay connected surpassed our ability to handle the technology?  Have employees become more productive as a result of having so much technology at their fingertips?  *Cue texting* Have leaders become more effective as a result of being able to check their email, voice mail, texts and status updates at any time, in any place?  *Cue small child, “Mom, mom, mom, ma, mom, mom, mommy, ma, ma…* Is it a better work environment knowing that you can be contacted 24/7?  *Cue beach sounds as you “enjoy” your vacation* Have we learned to use technology to benefit our environment, or has technology made us a bunch of jack of all trades, giving...

I find little evidence of a positive customer service trend in businesses today.  I look for it at every opportunity.  I’m like a scientist, analyzing the data and concluding that most employees and companies don’t give a rip about their customers.  The average consumer receives below average service.  I’ve conducted scientific research.  The data supports my findings.  My research is highly respected in the scientific community.  The technical term for this scientific approach is called “shopping”.  I’ve listed behaviors of employees that support the fact that excellent customer service is an untapped market:

I am sure we have all experienced an ineffective manager (also known as the bad boss) at one point in our professional lives.  The bad boss does exist and is still alive and well in many of today’s work environments.  Bad bosses drive good employees to your competition, keep under-performing employees in place and slowly but surely alienate customers and team members.  Based on my experiences, below are the top four ways that ineffective managers alienate employees.

1.  They apply the “do as I say, not as I do” mentality.

Ineffective managers do not lead by example.  Their behaviors do not support the mission, vision or standards for the organization or the department.  Bad bosses talk at their employees rather than with them.  They demand and command excellence without modeling the behaviors it takes for employees to be successful.

Effective managers know that the single...

I have the honor and privilege to work with many managers and supervisors in developing and enhancing their management and leadership skills.  I often get emails from clients asking for input, feedback, a life line and help.  Over the last month or so I have seen a familiar and reoccurring theme in the questions I am receiving from managers.  I thought I would share one of the emails I received along with my response.

If you could provide advice to this struggling coach what would it be?  What’s on-target in my response?  What’s off target in my response?

Dear Kelly,

I hate to say I’m having issues but can’t think of another word to use. It’s in regards to my assistant manager. Somehow we’ve had a disconnect in the past month or so. I don’t feel like we are working as a team. I feel she avoids me most of the time.  She is a very well organized and detail...