Would you fly on a plane knowing that the maintenance crew and pilots were “sort of” trained, didn’t use checklists, and were allowed to do things however they wanted? Would you want a surgeon operating on you who was “told” how to operate by someone a few years back but didn’t have a clear procedure […]
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 […]
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 only one to face difficult customers, and who is just plain never happy unless he or she is complaining. I’m not talking here about the occasional or legitimate complaint. I […]
Effective communication is criticial to success in just about every facet of our lives and at the top of the list of what makes communication is SPECIFICITY! So much of our miscommunication comes from lack of specificity. We THINK we’re being specific when we say: Get it to me at the beginning of the month. […]
How many times have you sat through meetings where discussions got off track, tempers flared, and the meeting ran longer than scheduled? These are just some of the frustrations meeting participants feel about a poorly run meeting. That’s why the second reason your meetings suck the life out of everyone is: poor facilitation. Last week we […]
When we want to communicate something to others, one of the most important decisions we have to make after deciding WHAT we want to communicate, is HOW. That’s where the communication “channel” come in. In 1719, our options were pretty much limited to face-to-face communication or sending a written letter. In 2019, we have a […]
More and more, the first round of job interviews and initial new client meetings are being conducted virtually via Skype, Google Hangouts, Zoom, and others. Regardless of the technology, the use of videoconferencing is a way to save time and travel, but still get some of the benefits of a face-to-face meeting. That being said, from […]
I know I’m lagging behind the trend, but I’ve finally gotten around to reading Marie Kondo’s book, “The Life-Changing Magic of Tidying Up: The Japanese Art of Decluttering and Organizing” and the tidying wave is hitting my house. I find myself looking around at the items in my home and office and asking, “Is that necessary, […]
Many people underestimate the power of words to create their reality and to impact the reality of others. Think about it. Remember the last time you said, “This is going to be the worst day ever!” Were you right? Did you create a self-fulfilling prophecy? The odds are, you were and you did. In previous blog […]
If you’re over 30, you’ve probably made the mistake of trying to dump everyone under 30-ish into the much maligned box called MILLENNIAL. This post isn’t going to be about my beliefs that Millennials have received a bad rap by old folks (how does that feel Traditionals, Boomers, and X-ers?). It’s going to be about […]
