Dealing with staffers’ mistakes

Service_MistakesHow you handle employees’ mistakes has a big effect on trust, morale and productivity.

And handling them poorly can destroy staffers’ confidence – making them less likely to report mistakes they discover in the future!

Keep these two steps in mind when folks screw up:

1. Let the employee accept responsibility

Some mistakes are a group effort or the result of an outside party.…


76% of US adults have looked up health information online

woman-computerMarketingCharts reports on a study about how consumers are looking up health information online:

The latest Harris Poll, measuring how many people use the Internet to look for information about health topics, finds that the numbers continue to increase. The Harris Poll first used the word Cyberchondriacs to describe these people in 1998, when just over 50 million American adults had ever gone online to look for health information.


Sanofi snubs Allergan, Allergan snubs Valeant

allerganAllergan has told Valeant to go packing. The LA Times reports that the Botox maker has told acquisition-minded Valeant that the $46 billion being offered undervalues the company. Allergan also said the deal includes significant shareholder risk.

“We question how long Valeant would achieve the level of cost cuts it is proposing without harming the long-term viability and growth trajectory of our business,” Allergan CEO David Pyott wrote in a letter to Valeant, the Times reported.…