WHAT’S NEW

11/14/2011

Interview

…Know your client. Workers should realize that no matter what their job is, they’re in the service industry. “Many employees don’t actually have external customers,” management coach John Bernard told IBD. “But every one of them has internal customers.”Preach yes. In his consultancy Mass Ingenuity, Bernard, author of the upcoming “Business at the Speed of Now,” cautions against what he calls no-thinking. Get positive. Instead of thinking “how can I make sure these workers don’t flub up?” train staffers to get smart. Help them sniff out top solutions. “You draw clear boundaries to establish order. You become an enabler of action rather than an unwitting obstacle to performance.”…