The Power of a Handshake

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The French kiss, the Japanese bow; the Malays put hand on heart, the Tibetan people stick tongue out and the New Zealanders touch nose. But whether it...

Pay Attention to Your Employees!

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I still smirk each time I remember the comment of an employee on his Annual Performance Appraisal - “Pay Attention to Me.” I must say though, s...

Why star employees’ passion dissipates?

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A friend reached out to me recently in a state of ‘brownout’. She claimed that she loves her job, shows up and is present, is one of her organizat...

Dont lose your employees to ‘Brownout’

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Dear Manager, please accept this letter as notice that I will be resigning from my job. Would you be surprised if most of your star performers were to...

How does preferential treatment impact justice perceptions and customer satisfaction levels

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Is an increase in satisfaction for the customers you are giving preferential treatment worth more than the reduced levels of customers satisfaction fe...

Is preferential treatment of some customers worth the dissatisfaction of others?

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Were you ever at a restaurant and noticed that other customers were receiving service at a different level to what you were getting? Or, as a service ...

Customer loyalty – key in building your business

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Is marketing promoting and selling products or services? Is it market research and advertising? Marketing is much more than a strategy to lure people ...

Advertise when business is up to keep it up, and advertise when business is down, to push it up

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Saying I will advertise when business picks up is like an employee saying: give me a raise and I promise I will show up for work and deliver. Or, a...

Celebrating business anniversary can attract positive attention

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I could think of several businesses that I only began patronizing after I read their anniversary featured article. It was either I never knew of them ...