One of the greatest contributors to the art of achieving possibilities, Albert Einstien, once said, "Out of clutter, find simplicity. From discord, find harmony. In the middle of difficulty, lies opportunity."

A new year is here and with it are opportunties for you to prepare to meet. I'm interested in bringing information, insights, tips, hints, solutions, inspiration, and trends from a variety of sources that just might challenge your thinking and support your goals so you can convert those opportunities into exciting and proud accomplishments.

There will be a connection to improving individual, team, and organizational performance by sharing factors that strengthen the Human Side of business.

Click around and enjoy. If something strikes a chord with you, contact me and send me your feedback, your stories, your “2 cents”. Thank you for your interest, we look forward to hearing from you.

~Deb Titus, Managing Partner of Human Capital Solutions, LLC

THE SPIRIT OF THE COMPANY
The purpose, vision, mission, values, and strategy of a company affect every detail of what a company does. These are not ideas loosely thrown around at quarterly communication meetings, they are tools. Leaders of the company have to internalize them and utilize them as a guide for action. For effectiveness, they, and everyone working with the company must live up to them; they are the foundation, the direction, the standard, so that everything they do in regards to the company lives up to these; then they must infuse these pillars of organizational strength and integrity into every employee.

This can be a big task, yet today, more now than ever, discovering, rejuvenating, and maintaining the spirit of a company will be the essential glue for sustainability. Look in the mirror. How is your business doing? How are you doing? Click here to learn more about the components of a company with spirit.

THE BEST CEOs
(Worth, June 2002)

The Worth list of the best CEOs is comprised of chiefs who meet tough criteria. They must deliver long-term shareholder value and have high integrity. In choosing this year’s list, the magazine was extra choosy. This time they selected 11 CEOs in 10 categories. They interviewed more than 100 Wall Street analysts and fund managers. “Best Overall” CEO this year - eBay’s Meg Whitman.

We have found that when leaders can learn about how they are perceived and compare those perceptions with how they think they are, they want to take action. I'm not saying that all leaders need change, but I do find that many do and they seek the insights to understand where change in their leadership behavior should happen. As Worth magazine identified their criteria, organizations and leaders should have a benchmark of personal attributes and core competencies supports business in a way that delivers long-term value to all stakeholders, including customers and employees.

Executives seeking excellence in their own performance often take the following actions:

TOP PERFORMERS BECOMING MANAGERS: Strategy or Tragedy?

In a survey Human Capital Solutions, LLC conducted in October 2002 that asked 250 mid managers, representing 60 New England businesses what their most important area of development is, they responded:

• 56%: Coaching and Managing Employee Performance
• 27%: Get Staff Working Collaboratively
• 11%: Basic Management Skills: Decision Making, Meeting Management, Problem Solving,
• 6%: No need for development

There is a story here. Whether you are the leader that promoted the top performer to a management role or you are the individual who was promoted, step back and consider if all of the tools necessary for management excellence are in place. Remember, your organization has only so much tolerance for underdeveloped management competencies. If managers cannot effectively coach and manage, and inspire, excellent employee performance, it's time to take hold of the situation and tool up.

Simply satisfying the customer isn't good enough any more. Today the whole concept of customer service has changed from satisfying customers to exceeding their expectations. It takes more than mere competence to win over customers. What customers respond to now is connection, a feeling of making a real bond with another person -- even if it's just a warm smile or greeting. The goal is to give customers a sense of belonging and to create a place where they feel welcome whether they visit in person or by phone. Remember, the customer will determine the success of their experience with you... not you.

Customers have always hated waiting in line, being put on endless hold or being given the bureaucratic runaround, or better yet, leaving them alone to solve their problems regarding your products and services. While yesterday's customers dislike these practices, today's customers won't put up with them. Instead, they go to another business where they can get what they need and the initial business loses a customer and never knows why. That's why more and more service professionals are being trained and empowered to act immediately and decisively on the customer's behalf.

Books that might be of interest to you...