Jennifer L. Clark

Customer Complaints and Types of Customers

Derek Farnsworth, Jennifer L. Clark, Allen Wysocki, Karl Kepner, and Michelle Glasser

This document discusses the importance of handling customer complaints effectively to provide superior customer performance. It identifies five types of complainers: Meek, Aggressive, High-Roller, Rip-Off, and Chronic Complainer, and offers tailored responses for each. The article emphasizes the need for organizations to acknowledge, identify, and handle complaints positively, suggesting a seven-step procedure for resolving complaints. It concludes by highlighting the necessity of training customer service personnel to manage complaints efficiently and encourages feedback for continuous improvement. Published May 2001.

Business Retention and Expansion (BRE) Programs: Approaches to BRE Programs

Derek Farnsworth, Jennifer L. Clark, and Henry Cothran

Business Retention and Expansion (BRE) Programs: Characteristics of Successful BRE Programs

Derek Farnsworth, Jennifer L. Clark, and Henry Cothran

Telecommuting as a True Workplace Alternative

Derek Farnsworth, Jennifer L. Clark, Kelli A. Green, Mayra López, Allen Wysocki, and Karl Kepner

What Business Winners Do Right, Where Business Losers Go Wrong

Derek Farnsworth, Jennifer L. Clark, Allen Wysocki, and Karl Kepner

This document explores the characteristics that distinguish successful businesses from unsuccessful ones. It identifies six traits common to failing businesses, such as financial poverty and managerial ignorance, and ten traits of successful businesses, including innovation and customer-centric thinking. The article provides checklists for managers to assess their organizations and suggests actions to eliminate negative traits and enhance positive ones. It emphasizes the importance of continuous improvement and strategic planning for long-term success. First published June 2001.

How to Effectively Reduce Sales Call Reluctance

Derek Farnsworth, Jennifer L. Clark, Kathryn Thornhill, Allen F. Wysocki, Riley Tomlinson

A Manager's Role in Obtaining a Fair Day's Work for a Fair Day's Pay—Part I

Derek Farnsworth, Jennifer L. Clark, Allen Wysocki, and Karl Kepner

This document explores the role of managers in ensuring associates deliver a fair day’s work for a fair day’s pay.  The article discusses eight agree/disagree statements to highlight common management beliefs and their impact on motivation and performance. Part 1. 

Business Retention and Expansion (BRE) Programs: Developing a Business Retention and Expansion Survey

Derek Farnsworth, Jennifer L. Clark, and Henry Cothran

Obtaining Referrals to Increase Sales

Derek Farnsworth, Jennifer L. Clark, Kelli Green, and Allen Wysocki

Financial Management: Important Generalizations

Derek Farnsworth, Jennifer L. Clark, Karl Kepner, and Allen Wysocki

How to Listen Effectively

Derek Farnsworth, Jennifer L. Clark, Keri Perocchi, and Allen Wysocki

This document is about the art of effective listening in sales, offering practical strategies to enhance communication, build trust, and improve customer relationships. It emphasizes the importance of listening with intent, asking thoughtful questions, and using techniques like paraphrasing and reflective feedback to better understand and respond to customer needs. Original publication date January 2001.

Developing SMART Goals for Your Organization

Derek Farnsworth, Jennifer L. Clark, Henry Cothran, and Allen Wysocki

The Role of Monetary and Nonmonetary Incentives in the Workplace as Influenced by Career Stage

Derek Farnsworth, Jennifer L. Clark, Andrew Ballentine, Nora McKenzie, Allen Wysocki, and Karl Kepner

Creating a Positive Workplace for Your Associates

Derek Farnsworth, Jennifer L. Clark, Amanda Ruth, Chip Crawford, Allen Wysocki, Karl Kepner

Leadership Principles for Today's Residential Real Estate Brokers

Derek Farnsworth, Jennifer L. Clark, Aarambh Shah, and Allen F. Wysocki

This publication discusses leadership principles for residential real estate brokers in the US. It highlights the challenges brokers face, such as market volatility and declining demand, and offers strategies to overcome these issues. Original publication date May 2011. 

A Brief History of the Sales Environment

Derek Farnsworth, Jennifer L. Clark, Micah Strader, and Allen Wysocki

Empowering Kennel Associates at Veterinary Practices: Win-Win Strategies for Management and Employees

Jennifer E. Darby, Allen F. Wysocki, Derek Farnsworth, and Jennifer L. Clark

Business Retention and Expansion (BRE) Programs: Conducting Successful Business Retention and Expansion Visits

Derek Farnsworth, Jennifer L. Clark, and Henry Cothran

Using Prospecting to Expand Your Customer Base

Derek Farnsworth, Jennifer L. Clark, Kara DiNardo, and Allen Wysocki

A Manager's Role in Obtaining a Fair Day's Work for a Fair Day's Pay—Part II

Derek Farnsworth, Jennifer L. Clark, Allen Wysocki, and Karl Kepner

This document explores the role of managers in ensuring associates deliver a fair day’s work for a fair day’s pay.  The article discusses eight agree/disagree statements to highlight common management beliefs and their impact on motivation and performance. Part 2. 

Reservists Called to Active Duty and the Effect on Human Resource Management

Derek Farnsworth, Jennifer L. Clark, Nichole Schroeder, Julie Gatlin, Allen Wysocki, and Karl Kepner

This document discusses the impact of reservists being called to active duty on human resource management. It highlights the challenges faced by managers when employees are absent for extended periods due to military service. The article outlines the federal guidelines provided by the Uniformed Services Employment and Reemployment Rights Act (USERRA), which protects the employment rights of reservists. It also offers management recommendations for ensuring a smooth transition during such absences, including understanding USERRA regulations, planning for temporary replacements, and supporting reservist employees. 

Business Retention and Expansion (BRE) Programs: Responding to Business Concerns

Derek Farnsworth, Jennifer L. Clark, and Henry Cothran

Recognizing Average Associates

Derek Farnsworth, Jennifer L. Clark, Allen Wysocki, and Karl Kepner

This document outlines a managerial process to ensure average associates are no longer overlooked. It emphasizes recognizing and motivating typical employees to enhance organizational performance. The authors provide strategies for managers to identify and support these associates, fostering a more inclusive and productive work environment. The process includes practical steps for implementing recognition programs and feedback mechanisms that cater to the needs of average associates, ultimately benefiting the entire organization. First published June 2001. 

Understanding Conflict in the Workplace

Derek Farnsworth, Jennifer L. Clark, Julie Gatlin, Allen Wysocki, and Karl Kepner

Understanding Motivation: An Effective Tool for Managers

Derek Farnsworth, Jennifer L. Clark, Ian Bessell, Brad Dicks, Allen Wysocki, and Karl Kepner

Diversity in the Workplace: Benefits, Challenges, and the Required Managerial Tools

Derek Farnsworth, Jennifer L. Clark, Kelli Green, Mayra López, Allen Wysocki, and Karl Kepner

Managerial Feedback, Associate Performance, and Eleven Positive Feedback Rules

Derek Farnsworth, Jennifer L. Clark, Allen Wysocki, and Karl Kepner

Transformational Leadership: The Transformation of Managers and Associates

Derek Farnsworth, Jennifer L. Clark, John Hall, Shannon Johnson, Allen Wysocki, and Karl Kepner

The Associate's Role in Delivering a Fair Day's Work for a Fair Day's Pay

Derek Farnsworth, Jennifer L. Clark, Allen Wysocki, and Karl Kepner

This document explores the concept of “a fair day’s work for a fair day’s pay,” emphasizing the roles of both associates and managers in achieving this balance. It discusses eight agree/disagree statements to highlight common management beliefs and their impact on associate productivity. The authors argue that factors such as inclusiveness, appreciation, and effective communication are more critical than job security and wages. They also challenge the notion that people naturally resist change, suggesting that resistance often stems from a lack of involvement in decision-making. The document aims to guide managers in fostering a productive and motivated workforce. Original publication date May 2001.

Frequently Asked Questions for Small Business Start-Ups

Derek Farnsworth, Jennifer L. Clark, Henry Cothran, Allen Wysocki, and David Mulkey

Managing Conflict in the Workplace

Derek Farnsworth, Jennifer L. Clark, Julie Gatlin, Allen Wysocki, and Karl Kepner

This document outlines five conflict resolution styles: confront, compromise, collaborate, accommodate, and avoid. It explains how to identify and strategically use these styles in workplace conflicts. The document also discusses three strategies for conflict resolution: engage, do-not-engage, and negotiate, providing examples for each. Additionally, it highlights different types of negotiators and offers advice on effective negotiation techniques. The goal is to help managers and associates resolve conflicts efficiently by understanding and applying appropriate conflict resolution styles and strategies. Original publication date June 2002.

Business Retention and Expansion (BRE) Programs: Measuring Success in Your BRE Program

Derek Farnsworth, Jennifer L. Clark, and Henry M. Cothran

Managing Time in the Workplace

Derek Farnsworth, Jennifer L. Clark, Sara Walker, Allen Wysocki, and Karl Kepner

Associates and Motivation

Derek Farnsworth, Jennifer L. Clark, Allen Wysocki, Karl Kepner, and Michelle Glasser

This document discusses the concept of motivation in the workplace, emphasizing that motivation stems from internal factors and cannot be externally imposed by management. It highlights the importance of creating a positive motivational climate to enhance productivity. The article categorizes motivation into three levels: negative, maintenance, and positive, and identifies key motivators and de-motivators based on Herzberg’s theory. It also outlines effective motivational techniques, such as personal recognition and performance-based promotions, to foster a motivating work environment. Published May 2001.

A Beginner's Guide to Selling Thoroughbred Horses in a Public Auction Setting

Derek Farnsworth, Jennifer L. Clark, Jonathan F. Wallace, and Allen Wysocki

This document is about the essential steps and considerations for successfully selling Thoroughbred horses at public auctions. It offers practical guidance for newcomers on preparing horses for sale, setting up consignments, navigating veterinary examinations, tailoring sales presentations, and managing pricing and negotiations. The goal is to help consignors—especially beginners—understand the auction process and improve their chances of a profitable sale. Original publication date April 2002.

Strategic Marketing Management: Building a Foundation for Your Future

Derek Farnsworth, Jennifer L. Clark, Allen F. Wysocki, and Ferdinand F. Wirth

Building Teamwork and the Importance of Trust in a Business Environment

Derek Farnsworth, Jennifer L. Clark, Clayton Becton, Allen Wysocki, and Karl Kepner

Business Retention and Expansion (BRE) Programs: Why Existing Businesses Are Important

Derek Farnsworth, Jennifer L. Clark, and Henry Cothran

Las Tendencias Más Importantes en Dirigir Cambios en el Sistema de Alimentos en los Estados Unidos

Derek Farnsworth, Jennifer L. Clark, and Allen F. Wysocki

Este documento trata sobre las tendencias clave que impulsan cambios en el sistema alimentario de EE. UU., con un enfoque en el comportamiento del consumidor y las dinámicas del mercado. Explora cuatro fuerzas principales: el gasto en alimentos, la conveniencia, las preferencias de la Generación X y la diversidad étnica, que están reconfigurando la distribución, el comercio minorista y los patrones de consumo de alimentos en todo el país. Fecha de publicación original marzo de 2002.

Demonstrating Personal Competitive Advantage in a "Rightsizing" Environment

Derek Farnsworth, Jennifer L. Clark, Brian Dougherty, Tori Schenck, Allen Wysocki, Karl Kepner

Agritainment: A Viable Option for Florida Producers

Derek Farnsworth, Jennifer L. Clark, Nora McKenzie, and Allen F. Wysocki

This document is about agritainment—an emerging business model that combines agriculture with entertainment to diversify farm income. It outlines various agritainment opportunities, such as corn mazes, farm tours, and seasonal festivals, and provides guidance on planning, marketing, and managing the risks associated with these ventures. Original publication date April 2002.