You bet business etiquette does matter! In fact, it matters now more than ever. That’s why, instead of a regular blog post today, I thought I’d try something I never have in the 8 years I’ve been writing this blog- and that’s a webinar on the subject instead. As a loyal reader, I’m offering you […]
Yesterday, I was asked by a client to re-run this post from a few years ago. Jack, my Doberman, died in December 2017 at the age of 13. The lessons that played out while waiting for him during his treatments five years ago I’ve seen repeated over and over again in waiting rooms as I’ve […]
Before smartphones were in the hands, pockets, purses, and bras of everyone, I was one of those those people who fought getting a phone for a long time. My excuse? I didn’t want to be THAT connected or accessible by technology. I already feel like I’m a slave to my laptop. Although I have an […]
Love is in the air this week! I was trying to think of a Valentine’s Day related post for this year and looked to previous years’ posts for inspiration and to avoid “reinventing the wheel” by inadvertently repeating it. Then I realized, the message from this 2012 post bears repeating. I’m not much of a believer […]
If you have pets, you probably spend at least some time each day talking to them. On an intellectual level, most of us realize that our pets don’t really understand a lot of what we say to them. Although they can master the meaning of many words, the odds that they fully understand what we’re […]
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 filled with stress, as we struggle to come up with ideas of what to give others. This year, why not focus on the gift of communication? It’s something that you […]
Not many people realize that silence is a very powerful communication tool—sometimes even more powerful than nonverbal communication or words. Doubt it? Try this. Look a person in the eye, ask him or her a question, and then wait for a response. Remain silent and simply maintain eye contact and provide your undivided attention. What […]
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 program for her leadership team to help them learn how to hold themselves and their employees accountable for their actions. The second time was when I was having a discussion […]
Many people don’t realize that a simple, “seemingly” innocent comment, when said to an angry customer can turn a concern or complaint into a full-blown argument. When it comes to the words you choose, they can either be water or gasoline on the customer’s smoldering emotions. If you’d like to be a customer service fire […]
Some people mistakenly believe that if customers aren’t complaining, they must be happy. What they don’t realize is most unhappy customers never communicate their concerns or tell you why they’re unhappy, they simply “vote with their feet” and never come back. Customers often don’t have the time, energy, or heart to tell you that you’re no longer meeting […]
