Steve Marr Blog

Steve Marr's contributions
Category >> Leadership
Feb 09
2005

Steps to Effective Crisis Management

Posted by Steve Marr in Untagged 

As hurricane after hurricane took aim at Florida last September, the local Salvation Army was forced to mobilize to full crisis-management status. In a nearby state, a fifteen-store grocery chain was sued for alleged health code violations, and the local media grabbed the story, threatening the future of the stores. Because an unexpected crisis can strike your business like a hurricane, you must be prepared as a leader to manage the crisis effectively, or else your company can be threatened. During a crisis, time is not your friend, so you must be ready to move quickly and decisively.

Jan 03
2005

Priority Is Not Plural

Posted by Steve Marr in Untagged 

In business, competing pressures continually vie for our attention. Every day we are bombarded with multiple challenges, production decisions, customer demands, employee scheduling issues-all screaming for attention. Meanwhile, our accounts receivable continue to age. If only we could get our priorities straight, we think.

Nov 30
2004

Building Upon the Foundation of Others

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During his first weeks as customer service manager, Mike was determined to improve efficiency. In an effort to shorten the length of incoming calls, he insisted that each customer service representative get to the point, identify the problem, and then move on to the next call. Over the next several days, more calls were handled, but more calls were also received, because often the problem was not fixed during the first call. Mike's well-intended drive to improve efficiency actually resulted in a decline in departmental effectiveness and customer service.

Oct 08
2004

Vacations-Take Them

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Sam was traveling through the West with his family, exploring the Grand Canyon, Yellowstone National Park, and the Rocky Mountains of Colorado. Several times a day, his cell phone rang, and Sam answered the call to respond to questions from his staff, whether he was riding in the car, or viewing an attraction. As the trip went on, his family grimaced with every ring.

Oct 05
2004

The Effective Listener-A Key to Business Success

Posted by Steve Marr in Untagged 

Clay ignored concerns voiced by his staff that customers were complaining about increasingly delayed shipments. He continued to brush off their comments until he lost his biggest customer. When he called the customer in an attempt to recover the lost business, the customer said, "I repeatedly told your staff that delivery times were becoming unacceptable-yet nothing changed. I was even told that you, the owner, had been told, but still nothing changed. We have decided to take our business elsewhere."