by Epikus Leadership | Mar 3, 2021 | Blog
GET UPSTREAM OF THE PROBLEM How many people on hold hear, “All of our operators are busy.” Or “We are experiencing high call volume.” And does the music help? At least 40% of callers hang up before their call is answered. Not great for reputations or for building up...
by Epikus Leadership | Feb 28, 2021 | Blog
A few years ago, Doug Dietz, a designer at GE Healthcare, wrapped up a project he was working on – a brand new, beautiful MRI machine. One day while he was proudly waiting to see his design live in the hospital, he encountered a young patient in the hallway heading...
by Epikus Leadership | Feb 26, 2021 | Blog
While we call this a “Capture Card,” it is really a “Listening Card.” At the beginning of WWII, no one took the submarine seriously. Submarines were new, and nobody could see what use they were. They were fragile, slow, and only had one small gun. All the British...
by Epikus Leadership | Feb 19, 2021 | Blog
I spend a lot of my time each day consulting with organizations or high-level individuals. Often, they are facing a situation that’s keeping them from reaching their potential. I’m in the habit of asking the leader, “Who are the key people on your team?” Then I ask,...
by Epikus Leadership | Feb 12, 2021 | Blog
GETTING SUPPORT– EVEN IN AN AMBIGUOUS WORLD! Wow. If you’re like most business leaders, you probably entered last year thinking you were prepared for the unknown. We know better now—even if that means that all we know is things are far less certain than we once...
by Epikus Leadership | Feb 5, 2021 | Blog
IDEAS REALLY ARE FREE 5 or 6 small groups of employees from various departments sit huddled together totally immersed in the process and talking enthusiastically. One is capturing the flow on a pad. 30 minutes later, each group reports in a round-robin fashion. It is...
