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Culture Change Tips and Traps

Whether it’s the current dysfunction in the United States Congress, or airline customer service, when things are not working the way they should the answer always seems to be — change the culture. This call for cultural change often occurs without understanding the barriers to culture change, and what success requires. As a result, we fall prey to predictable traps…. Read More»

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5 Simple Truths Your Front Line Wants You To Know

Last week I had the opportunity to sit with our team of miners at our Rockville quarry and talk some shop. Blue-collar workers to the core, these front line associates are the heart and soul of our company. They define themselves by their values, their work ethic, and the family like relationships they have with each other. Since spending time with them, there is one more distinguishable attribute I would add to the list… common sense. As Voltaire said, “common sense is not so common.” In the case of our Rockville miners, I do not think that could be further from the truth…. Read More»

pay employees more

Why You Should Pay Your Employees More Than You Must

If you’re a consultant, contractor, speaker, or some manner of service provider, and if you’re really good at what you do, then the following is for you.

If you’re an employer, and you aren’t struggling financially, and if you want to attract, keep, and get the most out of top talent, then it’s also for you, though you’ll have to take your employee’s perspective as you read…. Read More»

just pick up the phone

Just Pick Up The Phone

With all the customer communication channels available, how can a business decide the best way to deal with customer inquiries and requests? When it comes to customer service, studies show that people prefer to have a real conversation, with a real person, in real time. A recent infographic by GetVoIP, shows how 90% of customers prefer to just pick up the phone when it comes to dealing with customer service issues…. Read More»

dealing with uncertainty

Dealing with Uncertainty

As technology automates even more work to increase productivity, and as workplace tasks become even more complex, today’s jobs are demanding higher cognitive skills with emphasis being placed on exercising judgement and coping with uncertainty.

In this respect, business leaders, managers and human resources departments are being challenged to identify, hire and reward engaged employees capable of thriving in ever changing and ambiguous environments…. Read More»

employee qs company answer

5 Employee Questions Every Company Should Answer

When companies tell me their workplace culture and trendy furniture build employee engagement, I try to help them see that they’re focusing on the wrong part of the equation. They’re focusing on what, not why. The “what” can reveal a lot about a company, but it’s the “why” that tells you it’s a good company to work with. What factors contribute to the “why” of employee engagement? Here are the top 5 questions I ask business and HR leaders to answer. They’re intentionally written from an employee’s point-of-view. If you answer honestly, your organization’s engagement strengths and weaknesses should become more clear:… Read More»

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    There’s a more human way to do business.

    In the Social Age, it’s how we engage with customers, collaborators and strategic partners that matters; it’s how we create workplace optimism that sets us apart; it’s how we recruit, retain (and repel) employees that becomes our differentiator. This isn’t a “people first, profits second” movement, but a “profits as a direct result of putting people first” movement.

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