Q: What incentives do we need to offer our employees?

A: Above all else, you absolutely need to offer a competitive health care plan. This is far and away the #1 item employees say proves the organization cares about them, as people. Because health costs are such a wild card that could wipe out their savings, many people will switch companies for a better health plan.

Q: What kind of customer evaluation forms work the best?

A: The only eval forms that give you worthwhile information are the ones that only ask two questions; #1 How did we treat you? (and room to write in the answer) #2 Would you do business with us again? (more room to write) And then leave a space at the bottom for the customer to write in their own comments. This is what smart organizations like the The Staubach Company, Callahan Trucking, and Nordstrom have learned. Evaluation forms that require a lot of time and energy just don't get filled out. Forms that require you to use descriptor words like "Exceed Expectations" "Least Likely" Strongly Disagree" etc are a huge turn-off to customers because they don't use those phrases in their normal vocabulary. Stay simple and let people evaluate you in their own words.