Michelle Ray

Business and Leadership Keynote Speaker

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Michelle Ray

The Lost Art Of Service: Is “Good Enough” Good Enough?

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A smile. A thank you. An apology. One may argue that any of these gestures are better than a mediocre interaction with a service provider. Or, one may suggest that acknowledging a customer by being pleasant, showing appreciation or making up for a mistake is an adequate demonstration of treating the customer appropriately.

What should we expect from a front-line employee, a maître d’, a call centre representative, or a table host at a fine dining restaurant? Does the level of service need to differ if we are doing business with a corner store or a high-end establishment? In other words, should the level of service matter regardless of the value of the transaction? [Read more…] about The Lost Art Of Service: Is “Good Enough” Good Enough?

Setting Up To Fail: Why Onboarding Programs Do Not Work…And What You Can Do About It

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Imagine companies investing heavily in recruiting great people and promptly allowing them to fend for themselves from their first day at work, with zero communication and a lack of strategy to help them succeed. It sounds unthinkable, yet it is sadly true. It is a problem that is entirely avoidable if more organizations developed onboarding programs that mitigate disengagement, high turnover and the enormous costs associated with re-hiring.  [Read more…] about Setting Up To Fail: Why Onboarding Programs Do Not Work…And What You Can Do About It

Out Of Control: Three Reasons Why We Can’t (Or Won’t) Get Off The Work Treadmill

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“There aren’t enough hours in the day.” …The catchcry for the busy professional who laments the fact that if it were possible to cram more hours into a day, he or she would make it so. When will the “crazy busy” (workaholic) lifestyle give way to a more “sane” way of being? If you were to ask most people to answer this question, the likely response would be “perhaps never”. Or, you may hear complete denial regarding the reality of life spinning out of control. [Read more…] about Out Of Control: Three Reasons Why We Can’t (Or Won’t) Get Off The Work Treadmill

Driving With Husbands In Cars: Business Lessons From The Road To Help You Stay Ahead Of The Curve

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During our Christmas vacation, we rented a vehicle, as part of our ritual holiday planning. My husband, who works in the automotive industry, quickly pointed out that our car was supremely inferior to the Ford Motor Company’s equivalent, which was unfortunately unavailable. When I asked him about the difference, he simply stated: “Ford’s technology is intuitive, simple and way ahead of the game.” I realized in that moment that Ford is an example of a company that is willing to embrace change.

Although my enthusiasm for cars will likely never match my husband’s, I was nonetheless intrigued by the conversation that ensued as we navigated the highways of California in our “second rate” rental car. My husband’s comments about the Ford product got me thinking about the three main challenges that many of my clients are facing in their efforts to stay ahead of the curve: [Read more…] about Driving With Husbands In Cars: Business Lessons From The Road To Help You Stay Ahead Of The Curve

Resilient Leadership: How To Rise Above, Resolve And Respond To Adversity

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”Man never made any material as resilient as the human spirit”….Bern Williams

As the end of the year nears, we often tend to reflect on what has happened in our lives over the past twelve months. Looking back, we may be surprised by the challenges we’ve overcome, and the way we dealt with hardship, when in fact, our capacity for resiliency shouldn’t be a surprise at all. [Read more…] about Resilient Leadership: How To Rise Above, Resolve And Respond To Adversity

Workaholism – A Sanctioned Addiction: A Message For Dedicated Slaves…And Slave Drivers

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How do you extricate yourself from an unhealthy work situation? Is it more difficult to do when you relish a challenge? Can you tell the difference between being a workaholic and a hard worker? If you are an employer, are you treating your best people with respect, or are you rewarding hard work with more work? [Read more…] about Workaholism – A Sanctioned Addiction: A Message For Dedicated Slaves…And Slave Drivers

The Five Biggest Credibility Killers Leaders Can’t Ignore

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Deborah is a senior marketing manager for a renowned home care services organization. I have known her and several members of her executive group for more than a decade. Over the past year she has witnessed growing discontent amongst the core leadership team, a dedicated group that pioneered significant initiatives to innovate and grow the business. During their last management meeting, frustrations reached a crescendo when the VP of HR reported on the findings of the previous month’s exit interviews. [Read more…] about The Five Biggest Credibility Killers Leaders Can’t Ignore

The Value Of Business Relationships: One Constant In A Changing World

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“I’m not a people person.” I will never forget hearing those words during a leadership workshop I was facilitating, nor will I forget the newly appointed manager who uttered them. The shocking truth is that according to the extensive Gallup study of 2.5 million manager-led teams in 195 countries, organizations fail to select the right person for the role of manager over 80% of the time.

Imagine the consequences for your employees, customers, and overall business success when a leader lacks critical acumen regarding the value of human-to-human connection. [Read more…] about The Value Of Business Relationships: One Constant In A Changing World

Sink Or Swim? How To Anticipate Change

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Why do organizations repeatedly react to rather than plan for change? Why are leaders often stupefied by the glaring realization that their workforces are aging, or that their customers have “suddenly” switched allegiances?

Consider the example of Mike, a manager working in the wholesale grocery business. Mike sought my advice to lead his department through change. He had just received a list of his company’s soon-to-be retired employees. [Read more…] about Sink Or Swim? How To Anticipate Change

Leadership Lesson: How To Retain Great Employees For Long-Term Success

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“What could we have done differently?” This is the burning question on every leader’s mind when a great employee decides to leave. There is no question that the cost of rehiring and retraining, the impact on the bottom line and the stress associated with repeating the exercise takes a toll on every type of business. However, the good news is that you can break the cycle by relentlessly adhering to the following strategies: [Read more…] about Leadership Lesson: How To Retain Great Employees For Long-Term Success