Author: Abbe Meehan

Abbe Meehan is the President of TEC Resource Center, a unique facility in Farmingdale, Long Island, providing employee and management development solutions that help organizations become better aligned, boost sales, and increase customer and employee satisfaction. With over 20 years of business management and human resources experience, Abbe specializes in helping people and organizations reach their full potential.

I was out to dinner with a friend the other night and she was so frustrated with one of her employees. She works in the legal department of a large radiology company. She asked a member of her staff to contact an attorney who was requesting some medical records. The staff member said, “She (the attorney) is such a pain. Do I really have to call her? I’ll just send her an email.” “No, you need to call her,” my friend said. “We need to get in touch with her right away; track her down.” “She’s so difficult,” he said.

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The world of HTM so much has changed over the past 10-20 years. The advancement in technology is staggering. But it’s not just in HTM. Think about the banking industry. In today’s world of ATMs, online banking, auto bill pay, direct deposits, mobile deposits, etc., I very rarely have to go in to the bank anymore. But I did the other day. And I really got the feeling they were very happy to see me!

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Last week I lost a dear cousin. My other cousins and I were trying to figure out what we could do to help the grieving family. There were 5 of us. Coming from an old school Italian family, there were those who wanted to send the big flower spray to the wake, others thought that was a waste. I suggested a compromise, “Let’s send something beautiful to the wake, but also, let’s send some food to the house so while they are making the arrangements, there would be something to nourish them without having to think about it.” Agreed, and, “Abbe, can you take care of it for us?” So off I went to make the arrangements.

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It’s not uncommon in the clinical engineering world to have a department member promoted to a managerial position. That can present a whole set of unique problems when your buddy is now your boss. Alternatively, someone can be brought in from the outside and then we may experience the feeling of, “Who does this guy think he is. He doesn’t know anything about our department or how we do things here.” No matter how the new boss got there, the important thing to remember is that the team has now changed.

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Dealing with customers or coworkers that we service can be very challenging. You meet all kinds; whiners, complainers, negative Nancys, know-it-alls, aggressive people, etc. As service providers it can be very hard to keep that smile on your face and not fall into giving it right back to them.

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Do you know what you expect from your staff? Can you put it into words that are clear and measurable? If you can’t, you are probably not getting the results that you want.

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