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 […]
With just about two weeks left in 2015, many people are talking about setting their goals for 2016. However, I find it strange that so many people talk about goal setting and say that it’s important, but most of them never do it. In fact, fewer than 20% of people ever actually set goals. Without setting […]
With just about two weeks left in 2015, many people are talking about setting their goals for 2016. However, I find it strange that so many people talk about goal setting and say that it’s important, but most of them never do it. In fact, fewer than 20% of people ever actually set goals. Without setting […]
I was presenting a customer service program last week when a participant asked how to handle customers who continued to talk on their cell phones while she tried to help them. “Isn’t that rude?” she asked. She was obviously a nicer person than I am, since she had to ask. Of course it’s rude, disrespectful, […]
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 […]
Every time I teach a “Making Meetings Work” workshop, I ask the group, “How many of you enjoy going to meetings?” Can you guess how many hands go up? You’re right — none! Since so many of us don’t like to go to meetings, I think we’ve developed some bad habits as a subconscious rebellion. Unfortunately, […]
When you were a child and were angry, upset, hurt, or frustrated, you probably didn’t have the words to express your emotions. It’s a rare kid who can say, “Mother, I’m infuriated and disillusioned with your decision to deny me that chocolate torte for my midday repast.” Instead, a child will huff and puff, scream, cry, throw things, and […]
I wrote this blog post when my daughter, now a rising junior, first went off to college. For those whose children will be going off to college in a few short weeks, it’s important that you establish communication expectations in advance, to avoid anger, frustration, and damage to your fledgling long-distance relationship. However, these tips […]
If you’re searching for a new job, the first hurdle you’ll have to cross is getting that job interview. In today’s competitive job market, employers often receive several hundred applicants for every available position. If you want to make it through the screening process, you have to do everything within your power to avoid resume […]
“Love love 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 last year’s post for inspiration and to avoid “reinventing the wheel” by inadvertently repeating it. Then I realized, the message from last year’s post bears repeating. I realized that when I […]
