The End of Revolving-Door Leadership

* Sent to the employee’s home. When an employee receives a thank-you note at home, it feels more personal than one laid on her desk along with a stack of reports and memos.

5. Measure customer/donor service and satisfaction … and strive to move 4s to 5s.

I am a big believer in measurement. Measure what matters, and measure it often; it’s the best way to change employee behavior. Customer satisfaction is one of the biggies, and many companies miss the mark. Most service rating systems are done on a five-point scale: 5 is excellent or superior, 4 is very good, 3 is good or average, 2 is less than average, and 1 is very poor. Too often, companies focus on the 1s and 2s when they should be targeting the 4s.