Category: Blog

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...

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...

The Super Power I Really Don't Want

When I was a kid, my best friend Eileen and I spent hours discussing what superpower 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

The Selling Power of a Blank Sheet of Paper Sitting across from the marketing department as they unveiled their new sales brochure, Ed proclaimed, "literature is for losers." The blood drained...

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...

Provide great service by turning over a new LEAF

After waiting an hour for my food to be delivered to my hotel room—late by 30 minutes according to the delivery time promised in their email confirmation—I called the company. Then I had to wait...

How to Wreck Your Credibility in Three Simple Steps

As a SME (subject matter expert), you have spent a great deal of time creating content that will effectively express your ideas and address the interests of your audience. You begin presenting to...

Speaker Mistakes that Even Professional Speakers Make

Learning from the best is always a good idea, especially when it means learning from their mistakes. Let's look at speaker mistakes that even professional speakers make. Good news they all can be...

Customer service issues can kill your business

Customer Service Issues: Five Words That Could Kill Your Business

What is a customer service issue that can kill your business? Joe left a message with a store about an order he had placed a month ago. "Hey, I hate to bother you, but are there any updates on my...

Customer Service Tip: The Importance of Being Known

You walk into your favorite diner and your waitress Judy, says, "I saved you a piece of your favorite chocolate cake". Or your mail lady, Sharise, says "How's Danny?" (your son who moved away from...