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...

This week I was inspired to shoot a video for you about CATS, but not necessarily the fluffy kind, but the kind of CAT that helps you...

Effective communication is criticial to success in just about every facet of our lives and at the top of the list of what makes...

Over the past eight years or so, I’ve fostered more than 700 animals for my local animal shelter and some that I’ve taken in through my...

In my workshops, I often hear business owners and leaders lament that “There’s no loyalty these days.” Sometimes they’re referring to...

You’d think in an age where you can post a job on an online site and get hundreds of applicants within a few days, that the process of...

Over the past few years, many of my clients have come to me, wringing their hands, saying, “We’ve got an experience gap. Our top leaders...

Most of the conflict I have experienced in my life, both firsthand and secondhand, has not been the result of factual disagreement, but...

“I’m sorry,” is one of the first things we’re taught to say when we’re children. However, something happens to many of us as we grow up...

In my workshops for new supervisors and business owners, I’m often asked if it’s “okay” to be friends with your employees? My quick...

From facial expressions and body language, to our vocal qualities, clothes, and even how we use or misuse time, our nonverbal...

As a trainer, I often get calls from leaders who want me to teach them how to “fix” employees, or worse, want me to “fix” their worst...