The Art of Constructive Criticism

Criticism photo_0 (1)Each employee is the “face” of a company, especially those who deal directly with customers and clients. Therefore, companies have a vested interest in the quality and professionalism of each employee’s performance, which must be monitored, measured and managed effectively.

Constructive feedback, coaching and critique are common methods for communicating expectations, standards and direction, as well as providing opportunities for improvement. Early intervention is key to [Read more…]

The Value Of An Irate Customer: A Cheap and Effective Management Consultant

If you think that angry customers or clients are simply annoying and pesky, well, think again. By listening carefully, you will find that most of the time they are telling you what is working with your business — and, more importantly, what is not. Since they are the reason you have a business, here are some tips to help you handle a difficult situation while getting some “free” advice for improving your business.


Stay calm and resist the temptation to react defensively. The most pressing need for an angry customer is [Read more…]

Demoralized Employees

Unhappiness in the workplace can fester and turn into frustration if not addressed. Frustration compounds and contaminates, often creating a toxic environment. It fuels negativity, criticism and judgment that create defensiveness and distance among employees. Worker and customer relationships may erode, sapping productivity and progress.

All too often, the “open door” policy in business is a misnomer; systems and decision-making are not truly open. When managers ask, “Do you have everything you need?” they often don’t actually listen to the answer.

Effective communication begins with [Read more…]