X5 MANAGEMENT Leadership Team from left to right: Brent Collingwood, Michelle Clarke, Kris Schinke, Mike Mack and Matt Graff   The team at X5 Management continues to expand to meet the growing demands of businesses wanting Training, Coaching, and Consulting solutions. We are excited about this growth and even more excited that we have the…

Therefore, the development of business silos is ultimately a leadership issue. Developing separate entities inside a business with their own managers, employees, goals, and metrics create this sense of division within a company. What are Business Silos? Unlike many terms in business jargon that seem to come and go with little lasting impact, business silos…

Considering the current realities of the ongoing COVID-19 pandemic and the overall impact on the economy, it’s critical that every business elevates their service levels and wows all customers that come in contact with their business. It’s always been important to deliver world-class service to customers…but it’s more important than ever in 2022 and beyond….

  Simply put, recognition in the workplace is defined as “the act of ensuring your employees feel appreciated and valued.” As simple as that definition might be, actually creating a culture of recognition in the workplace is a different thing entirely. Recognition in the workplace has changed over the years as an evolving generation of…

Whether a customer walks through your front doors, phones in, or checks your company’s website enquiring about your products or services, their experience will form a lasting impression of your organization. This impression can create ripple effects as they form opinions on whether or not to conduct current or future business with you and tell…

Most organizations have a vision for an imagined better future such as more revenue, retained clients and staff. But few invest the time to plan out ‘how’ they will achieve a better future. Dreams may not need a plan, but business goals do! That’s why now, more than ever, there’s a need for strategic planning…

Is executive coaching important to organizational growth? The answer is a resounding yes. But the extent of this relationship might surprise you. Have you seen an Olympic calibre athlete who doesn’t have a coach? Of course not. It is a mix of athletic talent and coaching support that catapults athletes to the highest of competitive…

We all have goals, whether they are short-term or long-term, personal goals, or business goals. Goals can help propel us to a better and more ideal place. This could be as simple as walking 10,000 steps every day or shedding a few unwanted pounds. The Importance of Goal Setting But the secret to reaching them…

So many businesses work hard at finding new customers to sustain or grow their business. The reality is, it is harder and takes more effort to find new customers versus retaining existing ones. Simply put, you can’t underestimate the importance of customer retention. The process has to begin with analytics to learn your current customer…

We all agree the workplace is very different than it was in 2020. We may be working at home, some or all of the time. We’re working in casual clothing and may even participate in meetings with pets or children on our laps or at our feet. Employee priorities of what is expected of their…

“Some of the biggest challenges in relationships come from the fact that many people enter into a relationship in order to get something: they’re trying to find someone who’s going to make them feel good. In reality, the only way a relationship will last is if you see your relationship as a place that you…

Effective succession planning needs to be part of an organization’s culture. Everyone in the organization needs to believe it is best for ongoing organizational growth, employee’s professional growth, and to enable an organization to promote from within. After all, there is a direct correlation between succession planning and corporate performance, lower employee turnover and improved…

If your business is experiencing a sales problem, you are not alone. Does your business have a sales problem? Successful sales in any business is a gift. But when a sales problem is thrown at you, it can be a real grind. Struggling economies, pandemics, fierce competition, or sales force retention struggles can greatly impact…

Do you have team engagement on your mind? Now more than ever, with many businesses operating from a remote or hybrid model, it’s a challenge that plagues leaders in several industries. Team Engagement Requires Creativity and Innovation Despite the best efforts of management teams to maintain morale and team engagement throughout the upheaval of the…

Today we’re going to talk about leadership listening. More importantly, we’ll cover why it’s important and how to enhance it. Not long ago, I was discussing organizational change with a former classmate. His organization is undergoing a major customer service improvement initiative. As for the effective execution of this initiative, he suggested it would transform…

When it comes to outshining your competition, the solution is simple: all you have to do is master the right customer service skills. You already understand that without your customers, you wouldn’t have a business. And yes, it’s true that some customers can be difficult to please. But at the end of the day, their…

Employees are leaving their jobs in record numbers, according to a survey by Pulse of the American Worker, in what is being called the “great resignation”. The turnover, also known as a “turnover tsunami” has hit the hospitality and retail industry the hardest. Teams are more restless than ever before and looking for a change….

“Your leaders are the megaphone for the company’s culture. In a world of soundbites and tweets, our leaders have a moral obligation in what they say and how they behave.” – Michael Fraccaro, Chief People Officer MasterCard Experience the Competitive Advantages of Strategic Company Culture Most companies list customer service as their main competitive advantage and…

Positive customer relationships, not surprisingly, can make or break the success of your business. Just think about it: how likely are customers to become returning customers if they don’t have a positive relationship with your business and your brand? The problem is, many businesses aren’t sure where to start with building these relationships. Instead, they…

As you look to set and achieve big sales and revenue goals for 2021, one concern that may arise with your sales team is how to handle common sales objections. Typical sales objections include: “Your services cost too much” “I’m okay with the way things are working right now” “It’s too risky to change the…

I was walking downtown and noticed a man with a great big smile on his face headed in the opposite direction. As our paths crossed on the sidewalk I thought: He must be having a great day. What a nice, friendly guy. I continued on to my destination with a smile in tow (as smiles…

Today, I want to tell you about Joe Ammar, River City Events, and their incredible customer service. I am blessed to call Joe Ammar, President & CEO of River City Events, a dear friend. I hold him in very high regard. He is a pillar of the Edmonton community and there hasn’t been an event…

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