Will the Gig Economy Make the Office Obsolete?

The gig economy, where independent consultants, contractors, and freelancers create portfolios of work in lieu of one full-time job, is transforming the way we work by disconnecting work from an office. In the traditional jobs economy, employers often require employee attendance in the office five days a week, eight hours a day. Gig economy employers, in contrast, focus entirely on performance, … [Read more...]

Building Trust Between Your Employees and Freelancers

More companies and nonprofits are turning to external experts, on a project or temporary basis, to tap into unique skill sets and experience that they otherwise might not be able to access, afford, or locate in their market. At the same time, more individuals are turning to freelancing as an alternative to full-time company employment. This blending of internal and external talent can have huge … [Read more...]

If You Want to Be Happy at Work, Have a Life Outside of It

We spend most of our adult waking hours working. Half of Americans continue to work when they reach their mid-sixties, and, according to a 2015 Gallup survey, full-time American employees work an average of 47 hours a week. If you’re keeping track at home, that’s six days’ worth of hours packed into five. Moreover, many of us today expand the role of work beyond just earning a living and expect … [Read more...]

Why Do Employees Stay?

Employee turnover is expensive. Replacing an employee who quits costs, on average, 21% of their annual pay. While it’s tempting to dismiss turnover as a fact of life in today’s fast-moving job market, new research shows otherwise. Many reasons employees jump ship are surprisingly simple, and business leaders who don’t ask why workers want to go may be unnecessarily losing people who are pricey to … [Read more...]

When You Have to Fire Good People

Getting fired can be devastating, especially to a conscientious employee. As a manager in the tech startup world, where turnover can be quite high and things change fast, I’ve had to let many good people go — and when I do, I’m acutely aware of how painful it is for them. But because I also focus full-time on the art of sales, I’ve learned to think of it this way: Firing involves an element of … [Read more...]

To Achieve a Major Goal, First Tackle a Few Small Ones

One of the difficulties with achieving great things is knowing how to get there. Every book you read was written by someone who completed a book. Every concert you attend involves musicians who can play well enough to be onstage. You can see the final product, but you can’t see all of the steps required to get there. Read more … [Read more...]

Call Length Is the Worst Way to Measure Customer Service

Practitioners and pundits alike have long debated which metric is best for assessing the performance of a service organization. Is the silver bullet customer satisfaction, net promoter score, customer effort score, or some other measure? While this debate is unlikely to be settled anytime soon, we’d submit that there’s no question what the worst metric is for service: average handle time (AHT), … [Read more...]

How to Mentor a Perfectionist

It never ceases to amaze us. Bring up the topic of perfectionism in a room full of corporate CEOs, college presidents, or U.S. Naval Academy midshipmen, and you’ll see the same knowing smiles and nods of the head. Moreover, you’ll hear thinly veiled bravado about who among them is the most-perfect perfectionist. Many of them will extol the virtues of seeking perfection, and more than a few will … [Read more...]

Being Engaged at Work Is Not the Same as Being Productive

The holy grail of today’s workplace is high employee engagement. According to Gallup’s oft-cited research on the topic, just about one-third of U.S. employees are engaged on the job. That number drops to 13% worldwide, and has held steady for years. Many companies are investing heavily to identify what leads to high engagement in order to motivate employees, thereby increasing their happiness and … [Read more...]

Break Bad Habits with a Simple Checklist

When we’re starting out on a new goal, we’re full of energy and enthusiasm. We eagerly make changes and take steps in our new direction in the first few weeks. But as time goes on, the newness wears off. Our energy drains, and we lose sight of our goal. Ultimately, we slide back into the status quo. Read more at https://hbr.org/2017/02/break-bad-habits-with-a-simple-checklist … [Read more...]