“Because I didn’t want to,” the millennial replied when her supervisor asked why she had not completed a recent assignment. You can imagine the level of frustration resulting from this response! But have you ever considered things you are doing that may be creating unnecessary frustration for the millennials on your team?
Read MoreEvery day when I walk into the office, I pass by the desk of Randy, our Site & Facilities Manager here at Heartland Conference Retreat Center. Randy has a plaque hanging on the front of his desk that reads, “It is what it is.” This is his mantra and the way he lives his life.
Read MoreGuest Service is slowly but surely eroding from our society. We have all experienced those guest service interactions that leave us baffled and bewildered. Doing the bare minimum and what is expected, otherwise known as mediocrity, is the new normal. These interactions are common place and the majority of the time forgettable.
Read MoreNot long ago, I went through the checkout line at a big box department store. The clerk was obviously harried from the busyness of her day. But what surprised me most was her willingness to share with me how much she hated her job, her employer, and even her customers (of which I was one!).
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