Think back to the first time you were a leader. Perhaps it was in 3rd grade PE class, and Mr. Kowolsky picked you, the quiet kid, to be team captain for the kickball game. What awesome power for eight-year-old you – you were calling all the shots; like if your…
On a recent trip, the flight attendant went through her normal drill as we prepared for takeoff. She had a wry sense of humor, having repeated the FAA instructions probably thousands of times during her career, and wanted to capture the attention of this groggy, sleep-deprived, and experienced traveler. After…
We’re good at what we do, so we’ve been promoted. Now what? We obviously have the skills to do the job, but what do we need to do to manage others for this job? Either way, in all the excitement, it appears the guidebook on this new role was misplaced,…
At WISE, we review A LOT of job postings in our industry. Over the years, we have seen it all, from ones we considered applying to ourselves, to some of the more, ahem…cringeworthy examples. From years of observations, we present a few best practices. The Position. Have we reviewed our…
In 2020, we tried some new things. Pivot was the word. This year we started to settle in to the new normal, working in customer service during a pandemic. While some things have returned from the old ways, the new normal includes adaptations we made in response to the pandemic….
Customer Loyalty is an ongoing relationship between us and our customers/guests with an emotional connection. The better the connection, the more willing a guest/customer is to engage with and repeatedly purchase from us – loyalty is a byproduct of the positive experiences we give them and build their trust in…
Deju vu? PTSD? Or just the same thing, different year? There is something to be said about everything having a season… and our busy season is just about to go into overdrive. This year we’ve been pushing through, trying to get to the other side of the pandemic and all…
We’ve been hearing that hiring has been nothing short of exhausting and exhaustive. There has been a surge in seldom leveraged tactics, at least in the DTC space, between huge boosts in hourly pay rates and signing bonuses. This never-before-seen job market leans toward those seeking jobs and employers have…
How to Retain “A” Team Players “Steve Jobs had a saying that A players hire A players; B players hire C players; and C players hire D players. It doesn’t take long to get to Z…” We all want to have an “A Team” of players on our staff. It…
Deep breath… Work, life, balance. Some of us are returning to the office while some are continuing to work remotely. With vaccines rolling out and COVID caseloads on the downslope, many companies are bringing their teams back onsite which can be exciting and stressful. As we move forward into this…