What marketing message comes to mind when you receive a Christmas card from a business? Certainly, it’s intended to create goodwill, but it MAY create feelings of thoughtlessness.

Doing your Non-profit AGM on the cheap is not for everyone. If you use your AGM for a fundraiser, or are totally dependent upon private donors, then this wouldn’t be for you. But if you are a small or fledgling non-profit, this could help immensely. When I first ran a very small non-profit, actually having …

A brief look at how today, customer satisfaction alone is no longer enough to guarantee business success. Businesses need to “wow” over their customers by exceeding customer expectations and indeed surprise them.

We would like to share an idea for a team building energiser that can be run inside or outside and would work especially well with larger teams. It’s called ‘Team Jump’. Overview: This team building activity is a great way to re-energise the team and have a great photo memory of your day’s training. Running …

I was recently introduced to the work of Barry Johnson and his book, Polarity Management, in my professional coaches group. Johnson distinguishes between having a problem to solve vs. a polarity to manage. Most of us are familiar with problems- budget reductions, cost overruns, pressing performance goals. Johnson defines problems as those things that are …

A recent survey conducted by SHRM indicated that human capital is one of the biggest challenges in the next ten years for business. Recruiting and retaining top talent should already be a number one priority of your talent management strategy; however, the challenge will be in adjusting the strategy to accommodate changes in the workforce.

The quick answer is easy. No one can ensure your success. Success as a speaker, trainer, or facilitator depends on other factors than refining your talent as a communicator. A business acumen is essential, marketing, some psychology so you know your audience, but most importantly a product yourself, a plan and the will to see …

Part 1 of this series is What Do Consultants Do?, which defines a consultant (as Peter Block puts it) as someone who is trying to change another person, process, or organization, but who has no direct control over what they are trying to change. That post also listed numerous roles that a consultant might play. …

We can’t place enough value on the face to face interactions we have with our call centre staff. Making it a daily habit to ‘walk-about’ is a great one to establish early on when you’re leading a team. But ‘positive reinforcement’ comments can be double edged and you may be perceived as being ‘fake’ if …

Purpose of this Quality Management Blog This blog helps you improve your quality management by providing articles, opinions, commentary and many related resources. The blog is for a general audience, including beginners and those advanced in quality management. The benefits of quality management are many, including that it: Ensures products and services continue to be …