I recently heard a story about a Paradise Bakery & Café general manager who earned the nickname “Cowbell Sandy” from her adoring staff. It seems that a couple of years ago she started an incentive program to increase add-on sales of bottled water, cookies, and other high margin items. She
Ever noticed the greeting you receive more often than not by the person bagging your groceries at your local supermarket? If your local supermarket is like mine, it probably sounds something like this: “Paper or plastic?” All too often, appropriate greetings have left the repertoire of most customer-facing employees in
I used to work with a gal in New York who was fond of saying, “Love ya, mean it” – all in the same unenthusiastic breath. While her irreverence endeared her to all, it demonstrated to me that words alone, apart from an authentic delivery, can be pretty useless in
As a trainer or presenter, you are likely accustomed to receiving feedback from your audiences. There are always a couple of pieces of conflicting feedback I can count on: temperature of room (too hot for some, too cold for others); and length of session (too long for some, too short
Have you ever heard the phrase, “If you love what you do, you’ll never have to work a day in your life!”? Do you agree with it? For some jobs, this makes perfect sense. Think: ski instructor, professional golfer, food critic…you get the idea. But what about other jobs? What
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