With employers doing year-end reviews, there is often a focus on revenues, accomplishments, and uplifting team stories. However, what leaders don’t see or may choose not to see can be harming their ...

When those expectations are never clearly explained, performance conversations and eventual terminations can feel unfair on ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. “People don’t leave jobs. They leave bad bosses.” There is ...

I recently hired a new administrative employee. His job is to answer phones, greet guests, and complete various tasks I assign to him. His customer service skills are strong, but his attention to ...

As a lover of prose, one of my favorite proverbs goes “A bad apple spoils the bin.” Just like a single bad apple can spoil the entire batch, one negative person can influence and bring down the morale ...