Building a Case for Getting Better
The other day I ran across some notes I’d made for an executive of a large company that I was coaching. He was working on a speech with the goal…
Customer Service
Hardening of the Categories? Limber Up!
Do you routinely encourage creativity on your team? Let them know they’re safe to question the norm, suggest the unusual? Do you set aside time to work on your challenges…
Are You Using the Good China?
The holidays are coming. As I’m thinking ahead to this Thanksgiving, I’m also thinking back to holidays past and a smile crossed my face while remembering a funny occurrence a…
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…
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…
