If we show up on time and meet the performance expectations of our assigned job responsibilities, we will be considered good employees. If we do these things and then look for ways to help our co-workers and organization, we can become effective organizational citizens rather than just good employees. The evidence shows that if we [...]
When we perform above and beyond expectations by helping others at work, our efforts aggregate over time, which benefits our organization’s effectiveness and often helps us receive more favorable performance evaluations. Our attitudes, how we are lead, and to a much lesser degree our personality affect our willingness to be good citizens at work. Fortunately, [...]
Why is it so hard to get good service in a coffee shop in Reno at 7:30 am on a Friday morning? Last week I had an unacceptable service encounter at Starbucks. This morning I once again was near that same Starbucks, and instead of going for the convenient experience, I drove out of my [...]
From C-suite executives to frontline employees, everyone in the organization needs to see their citizenship as a personal responsibility and understand how and why their daily efforts to go above and beyond the requirements of their assigned tasks and help others creates a sustainable competitive advantage for the organization. The evidence is clear that when [...]
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I am speaking this morning to a group of leaders at Truckee Meadows Community College. It’s not often that I get a chance to speak to colleagues in education about leadership so I am looking forward to it. These folks have been participating in leadership development and my talk will be the final session. I [...]
Crappy Systems – The Reason Why Good Service Is So Elusive
Why is it so hard to get good service in a coffee shop in Reno at 7:30 am on a Friday morning? Last week I had an unacceptable service encounter at Starbucks. This morning I once again was near that same Starbucks, and instead of going for the convenient experience, I drove out of my [...]
