Imagine if you worked in an organization where staff members have no idea what other staff members are doing, management has no idea what staff is doing, standard operating procedures aren’t followed, important things often “fall through the cracks,” there’s a lot of redundancy of effort and communication, and any improvements implemented quickly go by […]
About a week ago, 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 their various products they wished to return, I noticed a trend. The customers who were calm and politely requested […]
A few years ago, I was asked by a client to speak to a group of senior managers about coaching employees. During the program, I discussed the power and importance of praise for a job well done. When it came time for Q&A, one high-level leader asked, “Why should I praise my employees for doing their […]
Conflict is an inevitable consequence of human interaction. However, most of us don’t like to confront conflict at all, let alone by ourselves. As a result, we seek support from others. Instead of going directly to the person with whom we have a problem, we discuss the situation with just about everyone else, hoping they’ll […]
One day an old man was casually walking along a country lane with his dog and his mule. Suddenly a speeding truck careened around the corner, knocking the man, his mule, and his dog into the ditch. The old man decided to sue the driver of the truck, seeking to recoup the cost of the damages. […]
The number one most incorrect quote about customer service that is perpetuated time and again, is: “The Customer is Always Right.” WRONG! Training employees to believe this fallacy and insisting that they live by it is not only wrong, but it’s bad for business. Consider these situations: Would you let a naked customer dine in […]
One of the things bloggers always want to know is “What are my most popular posts?” They want to know so that they can meet the needs of their readers. However, when I look at my top five blog posts for the past six years, they’re quite frankly, all over the place. Why Laziness is […]
The other morning I was on the phone with a colleague and within about 90 seconds, I was reminded why I didn’t like him — It was his bad listening habit. Throughout our short conversation, I didn’t get to finish one sentence because he completed every one for me. Sometimes his “guess” about what I […]
I was with a group of healthcare leaders when one person posed the question, “How do you manage conflict?” Many of the responses I heard surprised me. There was a lot of advice to “wait and see what happens,” “let it go,” and “rise above.” The advice given seemed to directly contradict what healthcare leaders would […]
Everyone has a communication style when interacting with others. It is their primary, “go to” approach to dealing with situations. It’s the main tool in their communication tool box that they reach for instinctively in a difficult situation. Some people are passive, letting others take the lead or win arguments. Some people are aggressive, viewing everything […]
