Many people define empathy as the ability to step into someone else’s shoes. However as a leader, it’s more than that. It is the things you do and say daily that gives you the power to inspire others, create a culture of trust, and foster an environment where employees are happy and feel valued. As […]
The world has become a digital marketplace, and businesses must keep up with changing customer expectations if they want to compete with their competitors, both locally and globally. To stay competitive, business owners need to understand how their employees can help them provide better customer service. Encouraging employees to provide excellent customer service can be […]
Let’s face it, being a leader is challenging. Most of us never anticipate when we take on a leadership role the amount of time we’ll spend just trying to keep the team going in the right direction. In any team, there are going to be different types of people. Some will want to focus on […]
#As I was sitting here today planning this week’s blog post, I realized that this week is the 11th anniversary of my Performance Communication Blog. Although I haven’t always written every week, I’ve managed to amass more than 400 posts in the past 11 years, so I thought I’d share the 11 most popular posts […]
A while back, I was shopping in a retail client’s place of business doing some “recon” before preparing a customer communication program for their customer care employees. As I watched customers come and go with the various products they wished to return, I noticed a trend. The customers who were calm and politely requested a […]
No matter how hard you try to prevent unhappy customers, there are always going to be times when customers are unhappy with a product or service. One of the most important things you can do as a leader is to ensure that you and your staff say the right things to de-escalate situations when they […]
As an avid animal rescuer, I’d rather wrangle a feral cat or deal with an aggressive dog than to face an angry human. Unfortunately, it’s our human customers who pay the bills, so figuring out ways to deal with the difficult ones is a must. Here are some things I’ve learned in more than 25 […]
Most people don’t like to make New Year’s Resolutions because they don’t last much past January 10th. However, this year, I challenge you to make one of your resolutions to eliminate these weak, life-limiting words from your vocabulary. Not only will you feel better about yourself, but by eliminating these words from your vocabulary, you’re […]
Several years ago, I mentioned to a friend that I couldn’t stand receiving certain holiday letters because of the things people write in them. Apparently she didn’t believe me when I told her I didn’t mean HER letters, because she didn’t send me her Christmas letter again for about 10 years. I promise I wasn’t […]
Tis the season for holiday events including those at work and in your professional organizations. The office party can be a great time to really get to know your coworkers and colleagues, a chance to network and make new connections, and overall, an opportunity to shine as bright as Rudolph’s nose. However, every year we […]
