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For anyone who’s looked in alarm at the indignities and mediocrities of contemporary business life, industry expert Julie B. Kampf offers companionship and cause for hope. An executive talent leader who spends her days helping businesses build high-performance teams, Kampf knows all too well that many organizations today fail to deliver a quality customer experience. With From My Bad to My Best, she shares her thoughts on why this happens with a clear-eyed tour of how declining standards are reshaping not o
The mindset of “my bad” has taken over and the first casualty is accountability. Just the stress caused by mundane slights and disrespect costs an estimated $300 billion a year in lost productivity, and costs rise from there as mediocrity kills service, quality and trust.
As “my bad” replaces “I’m sorry,” incivility has reached crisis levels. The result: employees, businesses, customers and careers all suffer. This chapter examines the problem -- from the costs of replacing the more than one in four Americans who have quit a job because it was an uncivil workplace to the impact on customers when more than 15 percent of incivility targets purposely decrease customer service -- and offers 10 ways to fight by restoring simple dignities to the workplace.