We've all come across people who seem to love conflict. They seek it out, jump into it even if it has nothing to do with them, and start...

The number one most incorrect quote about customer service that is perpetuated time and again, is: "The Customer is Always Right." ...

When it comes to talking with employees about performance, too many leaders take a “hands off” approach when employees are doing their...

At the animal shelter where I volunteer, there's a dog named Chloe. She's been at the facility since March of 2019 - longer than any...

Every year, people resolve to make the coming year their "best ever" by making resolutions for better behavior. This year, I challenge...

As we head into the last few weeks of 2019, I am starting to worry about the things I had on my "to do" list for this year that I've...

The holiday season is a time when many people turn their attention to giving. Although this should be a joyful process, it is often one...

Several years ago, I mentioned to a friend that I couldn't stand receiving certain holiday letters because of the things people write in...

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...

Everyone's striving for excellence these days, or at least that's what they tell people. So why is it that we so infrequently experience...

This week, my assistant posted a "good news" post on the Facebook page for the nonprofit animal rescue I started in 2017, Starlight...

One of the simplest phrases in customer service is one we seldom hear, yet it's the most powerful tool in your tool box to de-escalate 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...

Listening is probably our most important, but most underutilized communication skill. Part of the problem is that people are selfish and...

One of my personal pet peeves is people who don't reply to emails, voicemails, or text messages in a timely fashion - especially when I...

There's one in every office -- that person whose coffee is always cold, whose commute is longer and worse than everyone elses, who is the...

At least a few times a month, I get a call from a client who wants me to "fix" an employee with training or coaching. "He's got great...

Within the mainstream U.S. business culture, the rules for handshakes are pretty straightforward and standard, but people often break...

To achieve your goals, you have to have to Clarify, Articulate, and Take Action!