Business articles by Peter Lyle DeHaan, PhD
By Peter Lyle DeHaan, PhD “I need to find a good manager.” This statement is simple, and its occurrence too common. I’ve heard it many times over the years and have experienced it firsthand. Despite the straightforward nature of this basic need, its successful conclusion is anything but easy. Quite simply, if you make the […]
Don’t Overlook or Dismiss This Proven and Stable Channel By Peter Lyle DeHaan, PhD Email marketing is a cost-effective and straightforward way to reach out to touch prospects. But just because it’s cheap and easy doesn’t mean it’s always the best idea. When done wrong, email marketing can alienate the audience you’re trying to cultivate. […]
By Peter Lyle DeHaan, PhD Conference planners sometimes ask me to sit on a panel. The common format is that each panelist makes an initial presentation, followed by a Q&A. Other times the presentations are longer, with no time for questions. Most of my panel experiences have not been positive. For my first one, my […]
By Peter Lyle DeHaan, PhD Recently I experienced poor customer service and great customer service. Both happened the same day; both came from the same organization. By choice I bank locally. My bank has a main office and two branches. For twelve years, I’ve always used the same branch. When I make a deposit, I […]
By Peter Lyle DeHaan, PhD Do you participate in customer service surveys? Sometimes I do, and sometimes I don’t. Frankly I’m not sure if they actually serve to improve customer service, but I do know completing them makes me feel better when I’m upset. Based on my experiences, here are some tips to obtaining better […]
Training Customers to Abuse Staff By Peter Lyle DeHaan, PhD Several years ago, a female associate and I traveled to a convention. At the hotel there were long lines at the registration desk. Eventually advancing to the front, we learned only my room was available; my co-worker’s reservation was cancelled. The hotel, by the way, […]
By Peter Lyle DeHaan, PhD Regardless of where you work, false alarms have likely caused frustration. I remembered this one day as I searched for the source of an electronic alarm, warning me that something was awry in my house. Since the beeping was intermittent, finding the source was comedic. With each alert I would […]
By Peter Lyle DeHaan, PhD Many years ago, as a first-time manager, I was green with much to learn. Management looked easy from the outside. I assured myself that, when given the opportunity to lead, I’d never make the same blunders I witnessed. Yes, I would direct my future staff with enlightenment, never forgetting the […]
By Peter Lyle DeHaan, PhD I first heard about the Internet over thirty years ago from one of my college friends. He landed a job with a computer mainframe manufacturer and was assigned to work at a university. He regaled me with tales of instantaneously sending text messages across the country at no cost. “That […]
By Peter Lyle DeHaan, PhD My daughter’s a teacher. In her first year out of college, she taught first grade, influencing the next generation. I don’t recall too much about my own first grade teacher. I do know I really liked her. Many times, my parents said Mrs. Frank gave me a great start in […]