Today more than ever, we must work hard to satisfy the needs of customers.  The world has become very competitive and it seems that even for small businesses competition is fierce. We are impacted by a global economy gone warp speed. 

In this environment, we must rely on others to get the job done.  Yet sometimes our employees seem to have a mind of their own – they come to work late, they do incomplete follow-up or staff work, they don’t provide exemplary customer service. 

You have probably asked yourself how you can get better performance from your people.  How can you manage, or at least influence their performance?  Researchers have found a four step process that is very effective in influencing how people perform.  Leave out any of these steps and you will probably have an ongoing struggle.

Four Steps to Influencing Performance 

            Step 1.  Setting…