Why does it pay to be nice to your waiter? Because if you don’t, he’ll spit in your soup. That’s a concern not only for diners, but managers, who know that great customer service is key to building brand and customer loyalty. Most companies hope their employees are behaving in a friendly, professional and patient manner toward customers, and fulfilling their requests. But sometimes employees actively sabotage customers.
Smith Business Close-Up
In this edition of Smith Business Close-Up with the University of Maryland’s Robert H. Smith School of Business, Greg Hanifee, talks about the Smith School’s new leadership program in partnership with the Gettysburg Foundation.
Word of warning to employers: Don’t make the mistake of thinking the economy and job market have left people captive in their current jobs. Employee satisfaction is key to whether people stay with an organization, and whether they are fully engaged at work. However, it’s not just how satisfied employees are that matters – it is also whether satisfaction is on the rise or trending down that offers clues to whether employees are planning to stay at or leave a firm.
With so many public and private-sector organizations becoming increasingly large and complex, what can senior leaders do to align their people around the organizations’ goals?
In this edition of Smith Business Close-Up with the University of Maryland’s Robert H. Smith School of Business, Hugh Courtney discusses leadership in increasingly complex organizations.
Who doesn’t want to be better than average? Top the average income, rate a bit better in the “looks” department, have smarter kids. As it turns out, we consumers don’t want to be just average in using our products, either. And if marketers understand this, they can harness it to increase their effectiveness.
About the University of Maryland's Robert H. Smith School of Business
The Robert H. Smith School of Business is an internationally recognized leader in management education and research. One of 12 colleges and schools at the University of Maryland, College Park, the Smith School offers undergraduate, full-time and part-time MBA, executive MBA, online MBA, specialty masters, PhD and executive education programs, as well as outreach services to the corporate community. The school offers its degree, custom and certification programs in learning locations in North America and Asia.