Archive for December 2011

The Power of an Outside Voice

By: Jon Gordon “Jon, never underestimate the power of an outside voice.” A CEO shared these words with me after I had just spoken to his company. “We brought you here to reinforce our message,” he said. “Our folks get tired of hearing us say it but when it comes from an outside voice it’s [...]

What’s Wrong with Internal Service: Part Five!

BY CHIP R. BELL AND JOHN R. PATTERSON 1- Outline Relevant Rules for Engagement. Productive meetings start with an agenda and effective training sessions open with learning objectives. Such examples point to the power of having guidelines to help govern how parties will work together. The discipline of partnership is bolstered by working out in [...]

What’s Wrong with Internal Service: Part Four!

The model below outlines a new framework that has the counter person and the warehouse person working together on behalf of the real customer. The operating philosophy shifts from deference to partnership. Influence is grounded in an allegiance to equality and interdependence making “selling and yelling” completely unnecessary. Communication is conversational rather than that of [...]