Wowing Customers Never Goes Out of Style

  Technology has made helping customers easier and faster. It’s given them options in how they want to be contacted and helped. But, in many cases, it has also decreased face-to-face contact. Patients get information through health care portals. Bank customers deposit checks from their phone. Grocery shoppers go through the speedy self-check lane. Many…

Where to Set the Bar: How to Create High Standards for Employees

  Goals guide us. They help us prioritize our efforts and know when we’re successful. They help to motivate us—driving us forward. But, set too high, seemingly unattainable goals can be demotivating. Too low, and they can hold us back. Setting meaningful targets—the right expectations, high standards and goals—for employees can take time and be…

Lead and Get Results Without Authority

  Have you ever been in a position where you need to get results from a work group but lack formal authority? As workplaces become more collaborative, your ability to influence and lead—even when you’re not the boss—becomes more important. You suggest a procedure change to your boss and suddenly she puts you in charge…

FLSA Overtime Rule Update

  The 2016 proposed salary threshold increase for exempt employees remains stalled. A November injunction blocked a new Fair Labor Standards Act (FLSA) rule set to take effect December 1, 2016. This rule would have doubled the salary threshold under which overtime must be paid. Following several appeals by the Department of Labor and corresponding…