by Delaney Consulting | Aug 7, 2019 | Communication, Managing
We stood in a circle. Would-be executives who had been sent to an expensive executive-molding “experience.” Our companies spent tens of thousands of dollars hoping that we would become self-aware. Banks, manufacturers, retailers and pharmaceutical companies sent their... 
by Delaney Consulting | May 21, 2015 | Communication, Customer Service, Marketing
For a small business or retail store, “listening to customers” happens everyday. But as explored in the post “2 Reasons Why Store Managers Don’t Hear Their Customers” it may not be accurate. Truth is, there is real value in giving your customers multiple channels to... 
by Delaney Consulting | May 18, 2015 | Communication, Customer Service, Managing, Marketing
Do you want to listen to customers? Net Promoter Scores (see our earlier post: Net Promoter – the Most Common Retail Listening Tool) are just the beginning. We can help you really understand the Voice of the Customer. There is a wonderful quote that “the plural of... by Delaney Consulting | May 11, 2015 | Communication, Managing
For the store managers or associates who interact with customers all day long, the idea of having to listen to their customers seems redundant. After all, listening to customers is what they do for their entire shift. But actively engaging with customers and... 
by Delaney Consulting | Jun 26, 2013 | Communication, Managing
As a leader, you are expected to look for ways to keep people moving in a positive direction. Great managers build morale, motivation and energy even as the team ratchets up their performance under stress. We like to say “catch people at their best.” Each day make... 
by Delaney Consulting | May 3, 2013 | Communication, Managing, Managing Projects
Let employees know the outcome you expect and why it is important. There is nothing more demoralizing than being given a task with no sense for why it matters. Many managers spoon-feed projects instead of giving employees the perspective of the work they are doing. ...