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September 2019

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Tali McRee joined DISH Network right out of college after applying for a position with the company because she thought the job description looked really interesting. In her five years with DISH, she’s advanced pretty quickly through positions to her current role as Business Operations Manager III in which she’s responsible for coaching and development of Business Operations Managers and Analysts, along with determining resource planning strategies for DISH’s In-Home Services department as well as…

I have referenced this luscious quote a thousand times: “Have you replaced your employees’ bicycles with Ford F150s and wonder why they still only drive on bike paths?” Our past can influence current behaviors in both negative and positive ways. The so-called comfort zone, which many individuals stay within for various social-economic reasons, is weighted heavier towards the habits which do not always move us forward. Unfortunately, innovation is often curtailed when the comfort zone…

Customer experience (CX) has been the buzz of the service circuit for a couple of years now. While I see some companies really getting it right and putting a true, authentic focus on their customers – I also see a lot of companies jumping on board the latest buzz word and claiming a level of customer centricity that quite frankly is BS. It’s easy to say you are hyperfocused on CX and have a culture…

A few weeks ago, at Field Service Amelia Island, Maria Pallotta, Chief of Staff at Canopy Lawn Care, gave a highly engaging and delightfully actionable presentation on recruiting. I know from my conversations that this is a top-of-mind issue for the vast majority of you. While it is a multi-layered challenge not easily solved, what I loved about Maria’s session was how it offered some very tactical steps that will have an impact. I saw…