Articles by John Swinney

Assessing Customer Satisfaction

July 7, 2008
Is assessing customer satisfaction an example of trying to catch chickens after they’ve flown the coop? It is when the identification of opportunities to improve customer satisfaction does not combine a traditional (reactive) assessment of customer satisfaction with a non-traditional (proactive) analysis and evaluation.
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Reward Employees for Their Good Work

December 3, 2007
Rewards are a powerful method for encouraging good job performance. Good work may not be repeated and employees can upset customers when managers don’t recognize, encourage, and reward them for job performance that meets or exceeds customers’ expectations. But rewards must be used effectively.
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Invest in the Success of Newly Promoted Managers

July 23, 2007
Many organizations promote non-management employees who perform well into management positions. Often, however, these new managers are not prepared to perform the basic tasks of management.
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Giving Useful Feedback to Your Employees

March 5, 2007
When managers give useful feedback, employees know how closely their work meets the expectations of customers and managers. Useful feedback is information that tells individual employees as well as work groups how well they're doing and what to do to improve their work.
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The Importance of Giving Complete Work Assignments

January 8, 2007
Employees upset customers when managers don't give employees all the information they need to perform as customers expect. In other words, customer dissatisfaction can be an unintended consequence that occurs in spite of a manager’s efforts to satisfy customers.
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