I’m getting killed with bad online reviews!

Dear Ken Keller,

I’m not the most highly technical or internet savvy guy on the planet but it was brought to my attention this week that we have some not so pleasant reviews on a few online sites. There are some good ones too, but I have no idea how to address this. —Marty G.

Dear Marty,

Thank you for writing. Many businesses grow or die by their online reviews. We often think of them only in terms of restaurants and other consumer ...

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One of my managers has given up

Dear Ken Keller,

For the last few weeks I have noticed that one of my long time managers has not quite been himself. If I didn’t know better I’d say he has given up. The guy I know used to arrive early, work hard, volunteer to help out and wouldn’t hesitate to stay late. Now he is a clock-watcher who keeps a low profile. I know I need to address this, but need some ideas. —Chuck G.

Dear Chuck,

Based on what you ...

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The High Potential or Not Interested Employee

Dear Ken Keller,

I have one employee at my company that has a lot of potential. At least, I think he has potential.

All the basics are covered with this guy; he shows up early, follows the rules, does what he’s asked and does a great job. The other people here like him, enjoy being around him and, I sense, they think he is a leader.

But his behavior doesn’t demonstrate what they seem to believe. He’s a hard worker, but only shows ...

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Retaining Clients is Job One Here

Dear Ken Keller,

While I have always spent a lot of effort and been focused on finding new clients, for the first time I am highly focused on retaining clients.

I’ve got two issues with this. The first is that the efforts so far have been okay, not great. The second is getting the rest of my team to have somewhere near my level interest in this. What suggestions do you have? —Georgia S.

Dear Georgia,

Your renewed emphasis on client retention is a ...

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Where did the initiative go?

Dear Ken Keller,

I took a long weekend to think about my business. While it was quiet and I was driving down the road, it occurred to me that I was the only person in my company that takes the initiative to do anything.

The more I thought about this, the more I thought about the fact that I have to carry this burden 24/7 and maybe this is why I get angry, frustrated, disappointed and am often dead tired by Tuesday ...

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