“Good Morning, how may I enrich your life?” That’s the first thing I heard after being connected to a rep at Gano Excel where I buy the stuff I drink instead of coffee. It took me back and made me smile at the same time. He was pleasant, I made my purchase, but his…
As the year winds down and comes to a close, and our minds turn to celebration, I’d like to invite you to spend a little time on reflection. These will be some of the questions I’ll be playing with as I reflect on my year. Please feel free to use them, or use…
In my experience, there are very few people who are happy at work every day. Challenging customers or bosses, smart competitors looking to put a dent in your business, or even a bad flu season can impact your ability to stay happy and positive at work. What I have observed is that those who…
I am grateful. I am grateful. I am very grateful. Positive Leaders “get” gratitude. For one thing, they practice gratitude. They find their own ways of feeling it, celebrating it and sharing it. They practice its many forms throughout their day, knowing that in a world where leaders broadcast their emotions constantly, gratitude is…
I’m out in CA visiting my daughter and enjoying the grand kids. Getting ready for dinner the other night, she pulled out some of the “company china” to make the table special. I love that. It reminded me of one of my earliest clients who used a personal story to illustrate to her staff…
Dear JoAnna,
I want to thank you for the WONDERFUL day retreat you led for us last week. I am still thinking about it and have my action items right next to me right now to remind me of what I want to do to follow up on our day together. Because you did take
Often when doing research for clients we ask their customers to rate them on a 10 point numeric scale. If they rate the client a 9 or a 10 we ask the asset focused question. “What are the favorable components of your experience with the Company?” For almost all of our clients the…
“For the most part, customers are irrational beings, making many decisions based on feelings and emotions, some which they don’t even know they have. Nothing we do triggers these emotions more than the experience our customers have with us every day. When everyone here finally realizes and embraces their role in this, we will have…
Did you notice we tend to save our celebrations for the really big moments in life rather than taking the time to rejoice in the everyday accomplishments that make us proud? That’s unfortunate because it limits the number of celebrations we have. Let’s change that. Why not ask yourself (and those who work with you),…
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