Blog

The title of a blog entry at Harvard Business Review caught my eye, "Hiring for Attitude, Train for Skill" the other day. It is a terrific article that I would recommend to all of you. The article highlights three different examples of where companies are hiring people for their attitude and not for their skills...and getting great...

I was recently on my flight home from the annual American Society of Training and Development TechKnowledge 2011 (TK11) conference in San Jose, CA. I just couldn’t wait to blog about what I learned at the conference. Putting aside the fact that the weather was in the high 60s to low 70s – while Utah was single...

Are you truly listening to your customers? Are you capturing their experience with your products or services in the moment? Are you making that knowledge available for future reference? The customer experience delivered by some call centers is similar to when I try to get help from my family doctor:...

Statement on Auditing Standards No. 70, or SAS 70 has become a widely recognized standard for service organizations that must demonstrate evidence of their control objectives and activities. The Standard was developed by the American Institute of Certified Professional Accountants (AICPA). A SAS 70 is not a traditional required audit like SOX. The controls framework and scope...

It is truly incredible how quickly new technologies and media emerge and quickly become de facto aspects of our lives. Twitter, created in 2006 and known only to relatively few early adopters a couple of years ago, has given us a term that is now nearly commonplace: “trending”. While following the tweets of one’s favorite celebrity personalities might seem...

Providing consistent support across all channels is not an option for enterprises; it’s a strategic imperative. Enterprises are fooling themselves if they believe that their customers are not aware of inconsistent policies and service levels in their different sales and service channels. Aggressive customers identify these weaknesses and figure out how to use them to their advantage....

Barb Roberts is concierge at the Grand America hotel in Salt Lake City, Utah and was recently accepted to as a member of the Les Clef d'Or (pronounced lay-clay-door) International Concierge Society. This honor places her among the best concierges in the world. As concierge it is her job to serve the guests by finding items needed,...