ProTip: A Zero Tolerance, Rudeness-Free Zone

Posted by Michelle Nitchie

Sep 13, 2016 9:00:00 AM

Rude_Girl.pngRude employees are rude for a reason: you allow them to be.  It's not their fault—it's yours.  You hired wrong, you trained wrong, or you coached wrong.  Just as you must kill an aggressive cancer by nuking it with chemotherapy, you must eradicate rudeness by displaying a zero-tolerance attitude.  We don't care if an employee "makes his numbers" or excels at some other aspect of his job.  If he's rude, he has to go.  Fire him, and for good measure, encourage him to work for a competitor.

- Roy Barnes and Bob Kelleher, Customer Experience for Dummies

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Topics: Business Skills, Respect, Etiquette, Leadership and Management, HIring

Good Manners Matter, Especially in Hospitality

Posted by Jana Love

Nov 10, 2015 10:00:00 AM

I was raised to care deeply about the lessons my parents instilled in me in regards to manners. They were completely inflexible about my saying "please" and "thank you."  It was expected that I would address adults with terms such as "Yes, sir," "Yes, ma'am," and "Mr." and "Mrs."  My mother also taught me how to write a proper thank you note, and to this day, I will still write three paragraphs, just like she taught me. So why do I mention all of this? Where have manners gone?  In the hospitality industry, one would think manners matter and would get the focus it deserves with people serving people. Yet, still, we are unpleasantly surprised with the poor manners displayed around us in the service industry. 
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Topics: Customer Experience, Respect, Communication, Etiquette

ProTip: I'm Sorry - 6 Steps for Taking Personal Responsibility

Posted by Michelle Nitchie

Oct 22, 2015 10:00:00 AM

In today's high-stakes business games, not all errors are forgiven and forgotten, of course.  Some may even cost a person his or her job.  But in many cases, by taking responsibility and by solving the problem, you may navigate the troubled waters with little if any negative effect on your career.  To deny responsibility - to reflexively say, "That's not my fault!" - is almost guaranteed to infuriate everybody.

- Emily Post's The Etiquette Advantage in Business

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Topics: Business Skills, Confidence, Respect, Culture, Communication, Etiquette, Growth

5 Steps To A Better Leader

Posted by Jana Love

Aug 4, 2015 10:00:00 AM

Calling all leaders! "Before you are a leader, success is all about growing yourself. When you become a leader, success is all about growing others." ~ Jack Welch

Over the years I have concluded that there are two distinctive leadership qualities that are used. The first one is the active leader and the second is the passive leader. Both may very well be successful with the work they do each day in support of the company's success. However, the one big difference in these two leaders is that one is still primarily growing him/herself, and the other clearly understands success for him/her and the company is focusing on and developing others. 

To be a successful leader, understanding your leadership style is essential. What are your strengths, and what areas need improvement? Here is a leadership quiz that will help you learn more about your individual leadership traits. At the end of the quiz it will provide you with the major characteristics of your dominant style. Learning more about your personal leadership style will allow you to assess what qualities are helping or hindering you as a leader. 

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Topics: Teamwork, Respect, Leadership and Management

ProSolutions Blog - Educational tips and learning resources to help you to be a master of customer service and sales; to improve yourself personally, as an employee, and as a leader; and much more.

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