Greetings!
Welcome to the November 2009 issue of ODC's Update newsletter.
The forth quarter is an excellent time to reexamine past assumptions- one certainty is that the business climate in 2010 will remain brutal and there is no more "normal".
Organizational growth and renewal is what we provide to our customers. ODC has evolved into a Staying Great model offering a Total Performance System approach with a suite of customized implementation services.
The starting point is a "no charge" 90-minute discovery/ exploration meeting to uncover what the "real" performance opportunities are for growth and renewal. From this discussion we often jointly carve out a call to action to structure action to grow revenue, acquire new customers, expand relationships, adapt new ideas, examine what to keep and what to change etc. It's an exciting, creative and invigorating exchange of ideas.
One of our mantras at Staying Great is "it's the fast that eat the slow, not the big that eat the small". We hope you agree that it's time to plan for the future. |
| Milwaukee BizTimes
October 16 - 29, 2009 |
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| Building Bridges
Question:
Employees in the customer service department I supervise are catching flak from other departments for issues the other departments create. Because we're customer service, we get to do "damage control" with the customers. The other departments don't seem to appreciate the binds they sometimes put us in. My employees are frustrated by having to clean up the messes the other departments create. Last week, a nasty e-mail made it's way through the office in which blame was handed out by another department. They tried to throw one of our CSR's under the bus. I called a meeting with my team and tried to calm things down. The problem is, trust has been lost with the other department. I can't say I blame my employees for feeling defensive and even angry. I'm concerned that this situation will continue to spiral out of control unless I do something. Do you have any advice?
Answer:
You did the right thing by holding a meeting with your team. You need to help your team get a hold of this situation and change the way it interacts with other work areas. In this column, I will outline some steps to clarify expectations moving forward.
Click here to read more:
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