Tom Doescher – Page 47 – Doescher Advisors

About Tom Doescher

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Entries by Tom Doescher

Crucial Conversations

December 9, 2013/in Sharpening Your Personal Leadership Skills/by Tom Doescher

Crucial Conversations by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler is the most recent Top Picks entry on our Book List. It was actually published in 2002, and we somehow missed it. This book is so practical and applicable; we have decided to memorialize the key points in our blog. In case you […]

That’s good business. Or is it?

November 25, 2013/in Extraordinary Customer/Client Service/by Tom Doescher

Our Internet service is directly billed to our credit card, and we earn points that enable us to go skiing. A few months ago, the charge to our credit card unexpectedly increased 50 percent — so we contacted the service provider. After a lengthy, awkward conversation, the customer service rep actually reduced our monthly fee […]

I’m sorry

November 11, 2013/in Extraordinary Customer/Client Service/by Tom Doescher

Why are those words so hard to say? We’re currently reading a great book, Crucial Conversations: Tools for Talking When Stakes Are High, by Kerry Patterson and several other authors. It’s a book we would recommend to almost anyone because it will help you in business, at home, or in any relationship. We will probably […]

Happy associates equal delighted customers/clients, part 3

October 28, 2013/in Ideas to help you build a solid team/by Tom Doescher

The final job misery factor, according to Patrick Lencioni (see part 1 and part 2), is immeasurement. Team members need to gauge their progress and level of contribution for themselves. Question/discovery No. 1 in the book First, Break All the Rules, by Marcus Buckingham, is: Do I know what is expected of me at work? […]

Happy associates equal delighted customers/clients, part 2

October 14, 2013/in Ideas to help you build a solid team/by Tom Doescher

The second job misery indicator, according to Patrick Lencioni, is irrelevance (see part 1 from 9/30- Happy associates equal delighted customers/clients). Lencioni would say that human beings need to be needed, and they need to be reminded of this pretty much every day. Remember the story about the janitor at Michigan State? Did Tom Izzo […]