Bill Hogg

Are You Doing The Right Thing, Just Because It’s Right?

Recently I had to replace my 2 rear snow tires in my front wheel drive car. Shortly after, I noticed that the front end seem sloppy when cornering and suspected that possibly I had a problem with my front tires as well. A visit...

Are You Leaving Opportunity on the Table?

Recently had lunch with a client — we agreed to meet at restaurant near their office at noon. I arrived 15 minutes early due to favourable traffic conditions — so I checked for a reservation (there was none) and asked to be seated. About 12:10…

Are You Blocking Out The Noise?

January 15, 2009 marks the date of one of the most famous disaster aversions in history. US Air Flight 1549 made an emergency landing in the Hudson River approximately 6 minutes after take-off and saved 155 people. Captain Chesley "Sully" Sullivan might not look like...

Stop Emailing and Pick up the Phone

Recently I was working with a client and was reminded just how destructive email can be when used incorrectly. Like many companies, their standard form of communication is email. They are spread across Canada and internationally. People work together who never meet, and the default...

10 Characteristics of Transformational Leaders

This is the second in our series of articles that looks at leadership capacity and its impact on organizational growth. The full series will be available for download as a white paper once it is completed. In our last article, we discussed how leadership impacts...

Do You Encourage Disagreement?

When discussing leadership, we often hear words like teamwork and collaboration. People tend to shy away from words like conflict and disagreement. But are these bad? Strong leaders encourage disagreement, because it ensures that everyone on the team is using their full potential to ensure...

7 Must Have Transformational Leadership Qualities

Today, more than ever, we need courageous leaders who empower others to reach heights they never thought possible. We need our leaders to expand their capabilities and move outside of the transactional space and into a transformational space that focuses on long term solutions...

What Values Are You Communicating?

Recently I executed an employee engagement survey across a client organization. When I compared the senior executive team with the blended front-line results I discovered a very troubling outcome. The senior executives were almost unanimous in the belief that they had done an excellent job...

Is Your Leadership Limiting Your Organizations Ability to Grow?

This is the first in our series of articles that looks at leadership capacity and its impact on organizational growth and transformation. The full series will be available for download as a white paper once it is completed. Leadership capacity is more than simply skill...

Are You Really Incubating Fresh Ideas and Thinking?

Are you finding that you are not hearing the fresh ideas and new thinking in your organization that you would like. Are you often faced with sitting through presentations that sound like the same ideas rehashed again and again. Well maybe you are burying good...

5 Ways Managers Should Support Their Employees

It's essential that staff receive support or they can't do their job properly. Support isn't limited to merely work-related aspects of the job but to other things such as morale and recognition as well. There are plenty of different ways employers can support their staff....

Best Practices Are Not Always Best Practice

Best Practices. Another great business term we all know and love. We love to throw out in meetings because it sounds good and rarely will anyone disagree. It's safe. But is it wise. Who said that adopting best practices is right for your business? Maybe…

4 Tips to Turn Satisfied Customers into Loyal Customers

This is our final article in the series of six articles dealing with different aspects of excellent customer service and how it leads to an increase in your overall profitability. It is now available for download as a White Paper at www.BillHogg.ca. If you have...

Are You Facing a Scarcity of Decision-making?

How often have you attended a meeting — or worse, a number of meetings — without any concrete decisions being made or action steps agreed? Too often the team just seems to be going in circles. This form of indecisiveness — or paralysis by analysis…

5 Steps to Turn a Negative into a Positive Customer Experience

This is the fifth in a series of six articles that looks at different aspects of excellent customer service and how it leads to increased overall profitability. The full series will be available for download as a white paper once it is completed. In the...

Seek Out the Negative but Listen for the Positive

Have you ever worked with someone who seemed to have a negative viewpoint about everything? Of course you have, we all have. They find negative in everything. They don't see the glass half empty — they assume it is filled with poison. So how do…

4 Quick Tips to Increase Team Performance

You have just established a new team. Maybe a small work group, or possibly you have moved to a new department in a leadership role. How do you set the foundation for a strong team to achieve their full potential? There are 4 things I...

6 Valuable Customer Service Training Tips

There are many different aspects of work as a customer service representative, regardless of whether it's face-to-face or on the telephone. Understanding some of the key tips that improve customer service will enable staff to do their job better. Make people feel welcomePeople should always...

What Message are You Sending Your Customers

Recently my wife and I made a real estate investment and in the course of that transaction we were exposed to 2 banks we had no previous relationship with that caused us to re-evaluate our existing banking relationships. We currently have accounts at 2 different...

3 Reasons Why Customer Service Should Exceed Expectations

This is the fourth in a series of six articles that looks at different aspects of excellent customer service and how it leads to increased overall profitability. The full series will be available for download as a white paper once it is completed. In our...

New Posts

CustomerThink