In Parts 1, 2, 3, and 4 of this topic, we reviewed the first 12 of the 15 questions to be answered during the “plan for a plan” portion of strategic planning. Part 5 describes questions 13-15. 13. How will you get the buy-in of members of the organization? There seems to be growing cynicism …

Customer Service is just one piece of the entire Customer Experience. When was the last time you or someone in your organization became a ‘new’ customer of yours? The customer experience company starts before the contract is signed and lasts throughout your relationship and with every department that the customer may interface with. Like walking …

I was reading a post on linked-in on the problems with determining how to deal with problems such as leadership, miss-management and so on. This lead to me thinking that leadership and miss-management and things such as environment or ergonomics are not training problems at all they are in effect Human performance problems. Training is …

About fifteen years ago, I noticed that “nonprofit topics” almost always meant topics specific to nonprofits. I believed this was a misnomer and here’s why. Back then, nonprofit topics usually referred to: Public policy Boards of Directors Strategic planning Programs Fundraising Volunteers Back then, it struck me — as it does now — that there …

“Playing with the media is a game you can’t afford to lose. At worst, your reputation’s at stake. At best, you forfeit a chance to build important relationships which can benefit you, your firm, and your clients. Reporters may make the rules, but media training helps you learn to play the game to your advantage.” …

Let me start with who you shouldn’t hire: your buddy, someone who’s been “active” in the community, a “popular” person, or someone who just got out of banking or marketing. Dismiss all the thoughts/suggestions that first come to mind. This is serious stuff. The best directors of development are those who have served in various …

Peter Block, in his book, Flawless Consulting, suggests that certain goals and assumptions always be primary for consultants, that is, for individuals working to help people, but not having authority over those people. He suggests the following goals and assumptions. Primary Working Goals of Consultants 1. Establish a collaborative relationship with your clients As a …

As opposed to offering opinions without having all of the background and knowledge, I thought it might be more helpful to start a discussion about the questions: Many people have written that Toyota’s problem was that it sacrificed a core value of safety for profit. To frame the issue this generally is to miss the …

If I think about “Leader” as a job description I get confused. How can anyone “Lead” all the time? How exhausting! A sure recipe for failure! An invitation to the dread-disease BURNOUT. Don’t you at least need to “manage” your own schedule? What about “Management” as the complete and total sum of what you do …

I initially wrote this piece with the idea in mind that many NPOs don’t need DODs, but my wife read it and said I was totally wrong. So, the following is sort of a collaboration … actually, I won’t publish anything she doesn’t approve !! Ideally, from day one, an organization should have someone who …