Conversation Dominators. We all know at least one. It’s the woman at work who only asks how you’re doing so she can jump in and tell you how she’s doing. It’s that guy next door who has to let you know all about his son’s great accomplishments in sports, but never asks about even ONE […]
Marcel Schwantes posted a great story in INC., sharing some of Warren Buffet’s top leadership advice. One of the key points was: “Learn to delegate your authority” So, I thought I’d share some of my best delegation advice from more than 20 years of helping leaders and business owners avoid drowning in tasks and responsibilities […]
Last week, I wrote about how to respond when your customer service efforts fail. This week, I want to dig deeper and take a look at a variety of customer service scenarios and opportunities for excellent communication with customers where too many customer service providers fall short. If you’re brave enough, take my Customer Communication […]
No matter what business you’re in, there will be times when things go wrong when serving your customers. From forgetting to process an order to selling a product that doesn’t meet the customer’s expectations, you’re going to let your customers down. Customer service failures don’t have to define you. It’s how you RESPOND to service […]
I have this little one-cup coffee maker that I use in the morning to make my coffee. Sometimes, I make it the “normal” way by adding the water to the pot, adding the coffee, placing the cup below, and pressing START. When I make my coffee this way, I add my milk after the brewing […]
Whether it’s working remotely or struggling to home-school your children, you may find that since COVID-19 began, you’re getting into more arguments and conflict situations with those around you. When faced with a conflict or potential conflict situation, everyone has a specific “go to” or primary conflict style that they’re likely to use to get […]
If you have a business, one of your top goals is probably customer retention, but guess what? Your employees are driving customers away every day and you probably don’t even know it. Let’s face it, no matter your industry or type of business, you have competitors. There’s another business like yours on the next block, […]
I logged into my website today and realized I haven’t done a blog post since November 17. Some of you may have noticed and for others, you may not have missed my weekly emails amongst the hundreds of emails that cram your inbox every month. I logged in today thinking I was going to be writing […]
We all know that 2020 has been a dumpster fire. However, for my family, that dumpster fire turned into a shitstorm with multiple dumpster fires flying around in it starting around October 5. It’s not the first time my family has faced crisis, as I’m sure yours has as well, but it’s probably one of […]
When we want to communicate something to others, one of the most important decisions we have to make after deciding WHAT we want to communicate, is HOW. That’s where the communication “channel” comes in. In 1720, our options were pretty much limited to face-to-face communication or sending a written letter. In 2020, we have a […]
