Posts Tagged ‘Engaged Employees’

Keeping Up Appearances

Monday, October 14th, 2013

When Jan Carlson took over the reins of Scandinavian Airlines, he identified “Moments of Truth” –the moments when customers form an impression of the business. If a customer saw a coffee stain on a tray when it was pulled down from the seat back, Carlson knew that the person’s first thought would be, “Oh my goodness, I wonder if they remembered to service the engines.”

That same attention to detail has taken many companies from also-ran to extraordinary. And ignoring those details can take you right back into the pits just as fast.

One of the most profound impacts an employee can have on customer perceptions is their own personal appearance.

It’s true that looking your best takes effort. But more importantly, it shows effort. If you greet a customer with your hair uncombed or your clothes wrinkled, it speaks loudly of a lack of effort. The customer can’t help making the subconscious connection between that moment and the rest of the company. If no effort goes into the appearance of the front line, I wonder if any effort goes into the products and services?

So each morning on your way out the door, take a quick glimpse in the mirror. If the face staring back at you is not the image you want to be promoting, turn around and make it right!

Unbore Yourself and Get Out of Your Rut

Wednesday, January 11th, 2012

No matter how you feel today, there was almost certainly a time when you were engaged and excited about your job. It may have lasted for years, or not even made it through the first week. But if you find yourself bored and disengaged on the job now, there might be a reason that has nothing to do with the job itself.

According to Susan Cramm, founder and president of the IT leadership development firm Valuedance, the most likely culprit is right there in the mirror.

Blogging for the Harvard Business Review, Cramm offers three possible causes of your boredom:

Make Change Possible

Thursday, May 12th, 2011

Can people change? Really change? Can you change negative behaviors into positive ones? And if you change, can you make the change last?

How You Do Anything is How You Do Everything

Monday, March 28th, 2011

* Transcription

Thank God it’s Monday!™ It’s true: How you do anything is how you do everything. So with this understanding, take pride in the ‘ordinary’ tasks.

Take answering the phone. Do you pick up the phone with zest and pizzazz? Do you blow the caller out of the water so they are compelled to open up?

You see, the distinction between ‘ordinary’ and ‘extraordinary’ customer service is miniscule. Put in that ounce of extra effort that tips the scale and moves you past the others.

Smile as you answer, and let the smile transfer through to the caller. Ask questions, and care about the answers. Answer with love, and genuine interest in helping, and that attitude will permeate everything you do, because how you do anything is how you do everything.

Have a great Monday!


Roxanne Emmerich’s Thank God It’s Monday! How to Create a Workplace You and Your Customers Love climbed to #1 on Amazon’s bestseller list and made the New York Times and Wall Street Journal bestseller lists—all in the first week of its release. Roxanne is renowned for her ability to transform “ho-hum” workplaces into dynamic, results-oriented, “bring-it-on” cultures. If you are not currently receiving the Thank God It’s Monday e-zine and weekly audios, subscribe today at

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Work Incentives that WORK

Thursday, November 25th, 2010

It’s true: money is a useful motivator. But according to a classic study at Ohio State University, it’s not the only motivator that increases employee engagement and productivity. Turns out it’s not even the most effective one.