by Art Petty | Aug 31, 2011 | Leadership Caffeine Podcast
For managers and executives, customer service is either a golden opportunity or, as some seem to treat it…a cost center. However, perhaps one of the outcomes of this great recession and the on-going economic malaise…is that many organizations and managers are waking...
by Art Petty | May 11, 2011 | Leadership, Strategy
Fred Hassan’s article, The Frontline Advantage, in the May 2011 Harvard Business Review (subscription required), turns the spotlight on the too-easily ignored and truly critical frontline leaders who make our organizations go and grow. Frontline leaders are of course...
by Art Petty | May 4, 2011 | Leadership
Note from Art: this is a rave. I was on the receiving end of one too many miserable support experiences recently, and this is my, “I’m Madder than Hell…” response. Back soon with my regularly scheduled and much milder content on management and leadership. Executive...
by Art Petty | Dec 20, 2010 | Career, Leadership
The smile may be the single most powerful sales tool ever. I enjoy observing how the help in stores engage with their customers. What you see and hear speaks volumes about the leaders they work for. Want to know how people feel about their jobs and their bosses? It’s...
by Art Petty | Oct 15, 2010 | Decision-Making, Leadership
If you’ve ever been the parent of the patient in a hospital, you know that you are hypersensitive to everything going on with your child. Spend a few weeks camping out in the hospital room, and you’ll feel like you’ve earned at least your first semester’s credits for...
