Active Management Digital Library The Books That Shaped our Leaders - DIGITAL VERSIO - Page 22
Show # 074 Insights from the Editor of Health Club
Management Magazine with Kate Cracknell
Procrastinate on Purpose, Rory Vaden
5 Permissions to Multiply Your Time
Rory Vaden (Take the Stairs) brings his high-energy approach and can-do spirit to the
most nagging problem in our professional lives: stalled productivity. Whether we’re
overworked, organizationally challenged, or have a motivation issue that’s holding us
back, millions of us are struggling to get things done.
In this simple yet powerful new book, Procrastinate on Purpose, Vaden presents the
five permissions that set us free to do our best work – on time and without wasting
energy battling stress and anxiety.
Anyone seeking to up their game, do meaningful work, and ditch the stress of looming deadlines and too many
tasks on the front burner will embrace this smart, insightful guide.
Show # 075 Why It Is So Important To Hug Your
Haters With Jay Baer
Hug Your Haters, Jay Baer
Eighty percent of companies say they deliver outstanding customer service, but only 8
percent of their customers agree. This book will help you close that gap by reconfiguring
your customer service to deliver knockout experiences.
The near-universal adoption of smartphones and social media has fundamentally altered
the science of complaints. Critics (“haters”) can now express their displeasure faster and
more publicly than ever. These trends have resulted in an overall increase in complaints
and a belief by many businesses that they have to “pick their spots” when choosing to
Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extensive proprietary
study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each
with very different motivations.
Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies
from businesses of all types and sizes from around the world. It includes specific playbooks and formulas as
well as a fold-out poster of “the Hatrix,” which summarizes the best strategies for different situations. The book
is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as
inspirational stories of companies responding with speed, compassion, and humanity.
Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to
ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you,
and turn bad news into good outcomes.