How’s Your Communication Software Working?
Why do some people communicate so effortlessly, easily getting what they need and want? Why is it that some people consistently get results? Why is it that there’s always one…
Customer Service
Complain, Complain!
When a company meets some or all of our expectations we usually say we are “satisfied.” When a company goes a few steps farther and exceeds our expectations by creating…
Getting Conscious?
I think that when a server in a restaurant presents the bill there should be two things on the bill – the first a percentage chart so it’s easy to…
Sharpen Your Competitive Edge With Creativity
Do you routinely encourage absurdity? Let people know they’re safe to question the norm, suggest the unusual? Do you set aside time to work on your challenges and tap the…
Should CSRs Sell?
Most customer service reps do not like to sell. However, I find that CSRs love to help, they love to be useful. If you ask them if they would feel…
Walk Like a Dancer…As If
If you’ve had a tough day, can you act “as if” you haven’t? If you have a heavy load to carry, can you walk like a dancer? Keep reading to…
My Favorite Question
Good leaders today don’t need to have all the answers, but they do need to have some darn insightful questions. I have file folders full of questions that I have…
Create Value with “Feel Goods”
Given their options, most sane human beings would choose to do business with someone who is pleasant, courteous, warm, friendly, hospitable and dare I say, fun. Yes, of course it’s…
Anemic Fish
Are your people laughing, smiling, and leaning into each other when they talk? Do they make eye contact and enthusiastically engage each other in discussion? Are they expressive, energetic? Do…
Are You Fishing or Are You Hunting?
Do you hunt or do you fish? Fishing for opportunities to create value may no longer be enough. Take charge of looking for ways that your company can be outstanding.
