Category: Blog

Virtual Presentation Skills: Are You Leaving the Wrong Image on Zoom?

If you are like many people in the world right now, you are most likely using some form of on-camera virtual communication. How would you rank your virtual presentation skills? Are you leaving the wrong...

Library Customer Service Tips: Signage

Is signage getting in the way of your service? There was a time I was a huge proponent of signage. Too often I watched as customers grew frustrated in an attempt to get around and find what they needed....

Exceptional Customer Service: Small Actions Have Big Impact

When your work takes you to lots of hotels you get to experience many different levels of service. A great deal of the training I do around the world has me delivering training at hotels. This has taught...

Top Five Communication Skills for IT Professionals

Being a great IT professional isn’t enough to be successful these days. Because clients are more demanding, communication more confusing and modes of communication more numerous, to really excel you...

Customer Effort Destroys Good Will-Don't Make Your Customer Work Hard

Every time I speak with a business owner, a general manager or president of a company, they say with great pride “If a problem gets to me, I make sure that it is taken care of.” They believe that the...

Become a Good Listener

Being a good listener has never been harder. You are constantly barraged with information: notifications, reminders, ringing phones, binging emails—and people expect answers immediately. What can you...

Planning For a Better Meeting

Depending on your position within the company where you work, you could be spending anywhere from 35-50% of your time in meetings. Often those meetings are non-productive and ultimately a waste of your...

The Super Power I Really Don't Want

When I was a kid, my best friend Eileen and I spent hours talking about what super power we wanted. Eileen wanted to be able to fly so she could soar over the rooftops and see our neighborhood below...

The Selling Power of a Blank Sheet of Paper

Sitting across from the marketing department as they were unveiling their new sales brochure, Ed proclaimed, “literature is for losers.” The blood drained from their faces. Ed was the company’s top...

When Good Customer Service Rules Go Bad

Updated January 2021 Tony did exactly as he was trained. He sent a hand-written thank you note to his customer. However, when his customer received it she was furious and tore it up into little pieces...

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Category: Blog

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