Luiz Zorzella shares an article that identifies key insights for improving a service team’s performance and results.
If your firm is organized around service teams, you may find that understanding and managing their contribution is difficult.
It is not easy because it depends on several logic leaps that sound intuitive but are opaque.
For example, you may set goals and even reward them for keeping the clients in their portfolio happy. You may achieve this through a combination of client satisfaction surveys (e.g. “how happy are you with our services?”) and management assessments (“I think clients are happy with Sam”).
However, are you sure you measure the right things? And are you sure the weight of these factors is commensurate with their real importance to your business and your clients?
Intuitively, service teams should make their clients happy (and I am not saying otherwise).
However, how does happiness compare with cross-sales?
To answer these questions, you should take a closer look at the contribution of your service teams.
There are three crucial ways service teams produce financial results to your company:
They provide services to their clients efficiently.
Clients pay for services.
The income produced by these clients for services by the end of a year minus their variable costs is the contribution of that service team to the company.
They also reduce attrition and risk.
Points covered in this article include:
- Setting goals and defining priorities
- Defining the starting point of the pool for incentives
- Understanding and managing KPIs
Read the full article, How To Have Value Indicators For Your Service Team, on Amquant.com
Jennifer Hartz shares encouraging words on how the current COVID-19 situation provides the opportunity to learn, grow, and serve.
Obviously, #COVID19 creates a number of significant problems in the world, our country, businesses, nonprofits, governments, and schools. This temporary situation, current trend, or permanent transformation is challenging. So, let’s look at the opportunities for people working or learning remotely or not employed full time to improve their lives as well as others’.
REMOTE WORK IS EXPANDING
Twitter announced that most employees don’t ever have to go back to the office. “Continue working from home, or anywhere else that makes them happy and productive, forever.” Google and Facebook have extended work from home (WFH) through the end of 2020. California State University Campuses will not open for Fall Semester; on-line classes continue. Certainly, these organizations are not going to be alone in their shift from traditional offices and classrooms.
SADLY, UNEMPLOYMENT/UNDEREMPLOYMENT IS EXPANDING TOO
Read the full article, No Commute? Time for Service!, on the CorporateHartz website.
Robyn M. Bolton shares sage thoughts and inspirational photographs that provide a moment of relief during stressful times.
I don’t know about you, but I’m rather tired of the non-stop hysteria that seems to be occurring these days. Between COVID-19, politics, the economy, and the state of Tom Brady’s contract (sorry, I live in Boston), it seems that the world is having a panic attack.
Namaste, people. Namaste.
In an effort to not contribute to the panic, instead of writing something topical and relating it to innovation, I’m simply going to share images of something that makes me extremely happy and peaceful and relate them to innovation.
Read the full article, 10 Moments of Innovation Zen, and view the photographs on Medium.
Martin Pergler begins a conversation on corporate culture to identify the pros and cons of working for the corporate world, small business or the public sector.
Putting considerations such as the work itself, employer values, career trajectory, benefits, job security, etc. (all covered by others) aside, there is the elephant in the room. Inhabitants of the corporate world, small business (including startups), and the public sector are all fond of rolling their eyes — with a bit of envy mixed in — at the other sectors’ working culture.
During my time at a major consulting firm, my employer and my clients were mainly in the corporate sector. These days, as an independent consultant, I work with institutions of all 3 kinds. I think there are characteristics, by which I mean frequent but not universal, strengths and weaknesses of each. But I think there’s no clear winner in terms of overall effectiveness (or personal warm-and-fuzziness), however one could define or measure it.
Read the full article, Who’s “better” to work for? Corporate world, small business, or public sector?”, on LinkedIn.
It takes more than talent to become a valued employee in today’s workplace. Sherif El Henaoui identifies the benefits of finding the right fit.
Top people are desired. Every company wants them: the intelligent, creative, endurable, high-performance worker. Since this desired workforce is rare, there is a “war” as suggested by the HR literature. I once heard a quote of a McKinsey partner commenting on the Internet bubble crisis saying, “We won the war for talent, but we ended up with too many prisoners.”
We want to suggest a more peaceful view on the matter. High-performance is also a result of the cultural fit. This applies to societies and corporations. An aggressive, forward-looking sales professional works well in one type of company but is perceived as too pushy and less collegial in another. Is that the fault of the employee?
Read the full article, Fight Your Own War for Talent, on LinkedIn.