Holiday Wishes

A Little Year End Reflection

  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…

I'm Grateful For

Happy Thanksgiving ~ Feeling Gratitude

  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…

The Good China

Are You Using the Good China?

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…

You Smile I Smile

Customers Are Emotional

“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…