Today’s my 21st anniversary of being in business. Wow. That’s a long time and a lot of learning. I began with an idea. Imagine if you will, that every business sits atop a tripod – three legs, needing to be in balance to keep the business stable. Each leg represents a set of relationships. One…
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Let’s look at a story that is a lesson in setting intentions. One evening an old Cherokee told his grandson about a debate that goes on inside people. He said, “My son, the battle is between the two “wolves” inside us all. One is anger, envy, jealousy, sorrow, regret, greed, arrogance, self-pity, guilt, resentment,…
DetailsI am sure it was clear to you how well received you were by our staff… you really won them over. You taking the time to meet with the Leadership Team in advance by conference call really helped them feel you were focusing the day on their needs. In the ten years I’ve been planning…
Details“This is not a program, this is a way of life. And the best part is you make it so simple to understand and easy to implement.”
According to JoAnna, “If you’re not getting better, you cease being good.” We agree, that’s why we asked her to customize a presentation focusing on ways that the individual CSRs could positively impact service. How good you feel at work matters. So, JoAnna really engaged our reps (350 in 6 locations) with her expertise on…
Details“I have great respect for my colleague JoAnna Brandi as she blazes new trails in customer care with the Customer Care Coach® – a ‘must have’ resource for every customer service department. Business leaders who dismiss ‘soft’ skills training as ‘just common sense’ should think again. I have presented with JoAnna and at the centerpiece of…
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Spending time with Little Miss, my 2 ½ year old granddaughter, is always a learning experience. For her and for me. Just recently while I was attempting to help her put on her jacket, she pulled away and shouted, “I do it my own self!” I couldn’t help but laugh (the kid cracks me up)…
DetailsWhat could gratitude and happiness possibly have to do with success on the job? Everything. There’s plenty of proof that there are health benefits to feeling grateful and happy; such feelings can reduce stress, boost your immune system, open your mind to new possibilities and make it easier to be kind and creative. There’s also…
DetailsThis week it’s Thanksgiving in the US. It’s the time of year when we allow ourselves to get in touch with the things for which we are truly grateful. It offers us a time – away from our usual activity – to pause, to reflect and to feel the joy of appreciation. At this very…
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It’s Jim Blasingame’s 13th anniversary. That’s amazing dedication – he’s been on the air every day for 13 years as the Small Business Advocate. I’ve had the pleasure of being on his “brain trust? for 11 of those years. Do you have a brain trust? Do you have people you can go to for…
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