Tis the season for holiday events including those at work and in your professional organizations. The office party can be a great time to...

The holiday season is upon us and even though it's relatively early, you might already be feeling stressed out, worried, and wishing it...

I thought I'd get a jump-start on holiday-themed blogs this year so we can all be prepared for finding the joy in what can sometimes be a...

Since Thanksgiving a few weeks away, I was thinking about how infrequently we give thanks to the people in our lives. For many families...

Imagine being in the pre-op ward of a hospital and you're getting ready to have a major surgery. Your surgeon comes by and you ask, "So...

As many of you may know, I'm the founder and president of a nonprofit, animal-rescue organization. I started Starlight Outreach and...

If your plate is overflowing and you struggle to let go of the things on your to-do list, you need to watch this quick, 15-minute...

I created this video at the beginning of the year to share some quick tips for providing great customer service during challenging times....

Whether it's an email received after a workshop or the line of people waiting to ask that burning question after a conference session,...

I wrote this post in March 2020 thinking, like many of you, that "leading from home" would be a short-term thing. Despite the fact that...

For this week's blog post, I thought I'd share a chapter, Chapter 15 to be exact, from my book " Practical Communication: 25 Tips, Tools,...

Over the past week, the word "Accountability" has come up over and over again. First, it was a client who was looking for a customized...

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...

Marcel Schwantes  posted a great story in INC ., sharing some of Warren Buffet's top leadership advice. One of the key points was:...

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...

No matter what business you're in, there will be times when things go wrong when serving your customers. From forgetting to process an...

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...

If you have a business, one of your top goals is probably customer retention, but guess what? Your employees are driving customers away...

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,...

We all know that 2020 has been a dumpster fire. However, for my family, that dumpster fire turned into a shitstorm with multiple dumpster...