It’s a well know fact that we get what we focus on. What we focus on expands. Every leader knows that. When we look for evidence that it’s going to be a bad day, we can usually find some reason to make it so. I frequently laugh with clients who think they have nothing to…
When I first heard about Happiness Happens month and the “Secret Society of Happy People” I laughed. Then, when I took the time to learn more about it, I only felt admiration for its founder Pamela Gail Johnson, who in 1998 began her crusade to create more happiness in the world. That’s about the same…
Walt Disney, when building Disneyland in Anaheim, CA insisted that the Sleeping Beauty Castle be built first. The architects disagreed with this idea. From their point of view it was not the wisest way to build, it was impractical. The accountants disagreed with this idea too, it was expensive and an unnecessary expense. No…
Do you ever wonder if you feel the same way about your job as people in another company feels about theirs? I can remember a time when the PR about the company I worked for was so good that the truth about some people’s experience there (like middle managers) was kept quietly in the…
The week before last I had the opportunity to attend and speak at the Total Customer Experience Summit in Boston. Once again it was an honor to be part of the faculty for IIRUSA. I cleared my schedule so I could spend three days learning as well as be there to teach. Before I share…
Want to Flourish and Thrive in Tough Times? While it may still be challenging to seek significant increases in financial capital, it’s a great time to build up your psychological capital. The field of Positive Psychology, which explores how individuals can flourish and organizations thrive, is contributing more and more data to the case for…
Whether you are in sales, service, leadership or all three, your ability to communicate is key to your success. One of my clients, a company already getting stellar results with their client relationships, wants to take those a notch higher and deepen their relationships even more. If they can do that, and increase their contract…
My last tip Feeling A Little Stressed Lately? really struck a chord. So many people wrote in to tell me it came at just the right time. It was a great affirmation for me that it always pays to tap into and follow my intuition. That tip focused on what to do in the moment…
I’m just putting my finishing touches on a full day Customer Loyalty workshop for a client, and as I interviewed people in customer-facing positions to uncover the obstacles preventing them from taking “Exquisite” care of their customers, stress was way up there on the list. I don’t know about you, but I’m feeling a little…
My plane was hours late. I arrived at the hotel tired and cranky. A major head cold (and possibly fever) was brewing and worst of all I hadn’t eaten any dinner, and was hungry. As I approached the hotel coffee shop I saw a woman at the cash register. She was counting money. …
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