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  • Make Time Count Instead of Counting Time

    By ServiceElements, Christine Hill - Wednesday April 2, 2014
    These days it seems that more than ever before people are working harder but have less time to get things done. This may be due to layoffs of their co-workers (that used to share the workload); cutbacks that affect the tools they need to do their jobs...
  • Things to Start Doing, Things To Stop Doing

    By ServiceElements, Christine Hill - Wednesday March 5, 2014
    Business professionals in aviation, as in most industries these days, deal with information overload on a daily and even hourly basis.  Sifting through and prioritizing what is most important can be an arduous task. Engaged team members are looking for...
  • Achieving Accountability In Service Organizations

    By ServiceElements, Christine Hill - Wednesday February 26, 2014
    Imagine if the engineers who were responsible for Apollo 13 just stood around waiting for someone else to do something when they heard those immortal words, "Houston, we have a problem"? No way! Everyone was scrambling to find a way to bring our...
  • Alignment

    By ServiceElements, Christine Hill - Wednesday February 19, 2014
    Alignment (or one-pageness) is the factor that drives emotional involvement and personal investment in the success of the organization. Alignment can only occur when the Mission, Vision and Values are aligned up, down and across the organization, and...
  • The Elements of Collective Ambition

    - Wednesday February 12, 2014
    Some companies come through hard times stronger than ever. How do they do it? They do not focus only on one goal (for example: profits or engagement). Instead, they form a shared sense of purpose. As referenced in last week’s article, a recent three...
  • Collective Ambition

    By ServiceElements, Christine Hill - Wednesday February 5, 2014
    A three year study of companies that have defied conventional logic was recently reported in Harvard Business Review. This study provided results on a model that was deemed Collective Ambition. The companies that were studied do not pursue a single...
  • Retaining Talent: Business Warfare in the 21st Century

    By ServiceElements, Christine Hill - Wednesday January 15, 2014
    In today’s world, with each passing day, it is becoming harder and harder to find, and retain, talented service providers who really understand and stand behind your company’s core mission.  In today’s market, where price and technology...
  • Meaningful Work and Customer Service

    By ServiceElements, Christine Hill - Wednesday December 11, 2013
    Years ago a “management expert” told a group of manufacturing executives that newly hired employees should immediately get to work.  “If their job is to tighten 10,000 screws a day, then they should get to it, without a second to lose,” advised...
  • Steps to Developing A Service Brand--Part 2

    By ServiceElements, Christine Hill - Wednesday December 4, 2013
    Building a brand based upon service begins with answering two questions:  1) “How does the organization’s team view the brand/company?  (as discussed last week) and 2) “How do the customers/passengers view the customer service of the...
  • Steps to Developing A Service Brand–Part 1

    By ServiceElements, Christine Hill - Tuesday November 26, 2013
    One of the questions that is imperative to ask–whether the organization is an airline, an airport, an FBO, a maintenance facility (or any other aviation entity for that matter)—is: “How does the organization’s team view the...