Many people define empathy as the ability to step into someone else’s shoes. However as a leader, it’s more than that. It is the things you do and say daily that gives you the power to inspire others, create a culture of trust, and foster an environment where employees are happy and feel valued. As […]
The world has become a digital marketplace, and businesses must keep up with changing customer expectations if they want to compete with their competitors, both locally and globally. To stay competitive, business owners need to understand how their employees can help them provide better customer service. Encouraging employees to provide excellent customer service can be […]
#As I was sitting here today planning this week’s blog post, I realized that this week is the 11th anniversary of my Performance Communication Blog. Although I haven’t always written every week, I’ve managed to amass more than 400 posts in the past 11 years, so I thought I’d share the 11 most popular posts […]
A while back, 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 the various products they wished to return, I noticed a trend. The customers who were calm and politely requested a […]
No matter how hard you try to prevent unhappy customers, there are always going to be times when customers are unhappy with a product or service. One of the most important things you can do as a leader is to ensure that you and your staff say the right things to de-escalate situations when they […]
Several years ago, I mentioned to a friend that I couldn’t stand receiving certain holiday letters because of the things people write in them. Apparently she didn’t believe me when I told her I didn’t mean HER letters, because she didn’t send me her Christmas letter again for about 10 years. I promise I wasn’t […]
Tis the season for holiday events including those at work and in your professional organizations. The office party can be a great time to really get to know your coworkers and colleagues, a chance to network and make new connections, and overall, an opportunity to shine as bright as Rudolph’s nose. However, every year we […]
The holiday season is upon us and even though it’s relatively early, you might already be feeling stressed out, worried, and wishing it was over already. Don’t let this year be another year where you feel you have to just “survive” the holidays. The words holiday and stress do not have to go hand-in-hand! Here are […]
Since Thanksgiving a few weeks away, I was thinking about how infrequently we give thanks to the people in our lives. For many families it is tradition to give thanks during the Thanksgiving meal. Some even go around the table and ask everyone to state the things for which they are thankful. However, it’s not […]
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 what’s the plan Doc?” to which your doctor replies, “I don’t have one, I’m just going to go in and wing it.” Would you proceed with the operation or […]
