How to create an inspired workforce: Reveal
This post is the fourth in a series devoted to creating an inspired workforce. I will share additional posts over the coming weeks to support
November 22, 2023
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Increase your customer service strength
I recently received a delivery of a weightlifting system by a local fitness equipment company. I met the delivery truck in my driveway and gave
August 23, 2021
More Proof That Perception Matters
I recently developed a learning activity for a client who wanted his team of 60 commercial property managers to recognize the influence that biases, preconceived
April 18, 2016
When problems follow you to work
This evening I received the following question on LinkedIn and thought I’d address it here as well: Question: Given that experts say employees should smile,
April 24, 2014
Entitled customers
During a recent interview, I received this question: How do you handle customers who, once they’ve been “delighted,” now expect that level of service and
April 9, 2014
Discriminating customers are not difficult
From time to time, seminar participants ask me, “What’s the best way to deal with difficult customers?” My standard answer is: “They’re only difficult if
April 5, 2011
Here, take my car.
The week before Christmas, I brought my car in for maintenance. The dealership offers both a waiting area as well as a shuttle service to
December 29, 2010
Pygmalion in service
If you studied management anywhere along your journey, then you may recall the seminal Harvard Business Review article by Sterling Livingston titled Pygmalion in Management.
August 1, 2010
Turning customers into promoters
Our clothes dryer stopped working late last week and the part I ordered from GE was not scheduled to arrive until Monday. Having four kids,
August 10, 2009
