Create More Magic

In our last tip Misery, Mediocrity or Magic I reminded you about the choice that occurs thousands of times a day in every business as the customer has the chance to make a judgment about the quality of service you are delivering. That moment is a Moment of Truth for the customer and a big…

Health Kick

Misery, Mediocrity or Magic?

  I was running a little late last week on my way to a client in Ormond Beach, FL. I was due there to do a Wisdom Circle1 at 1PM and I was hungry. That meant fast food.   I’m a bit of a health nut, so when the “usual suspects” are the only options…

Tonight, while reading an article on leadership in an issue of Inc. Magazine (still one of my favorites) I was taken aback by how many of the principles we’ve been talking about all these years add up to what today’s brightest employees are looking for in leaders today.

Everyone Wins

Every once in a while I like to take a look back at the writing I’ve done over the last 20 years or so – and my goodness, I’ve done a lot. What makes me the happiest is when I find that the wisdom and ideas I shared in the past is still red-hot relevant…

When you ask people to recount some of the most pleasurable experiences of their lifetimes, they often tell of times when they were having fun. Times when they laughed together with others, shared a chuckle, were amused or lightened by the same perspective of a situation. Some even tell of work experiences where the whole team pulled together toward a common goal. Humor is used to bond with others, to lighten the heavy load of living and often to relieve stress.

Create Value with ‘Feel Goods’

Victor Borge once said that humor is the shortest distance between two people, and I must tell you, I heartily agree.   Given their options, most sane human beings would choose to do business with someone who is pleasant, courteous, warm, friendly, hospitable and dare I say, fun. Yes, of course it’s critical to be…

Creating a Giving Culture  Grant suggests that people in leadership positions can: Encourage reciprocity: it's ok to seek help; it's good to give; pay it forward Help givers to set boundaries. Guide them to be perspective takers if they are prone to lacking assertiveness or to being overwhelmed with excessive empathy which can cloud their judgment Guide giving behavior in the direction of best impact: helping others whilst protecting one's own work commitments

Is Yours A Culture of Giving?

Dr Adam Grant, management professor at Wharton, wrote a book Give and Take: A Revolutionary Approach to Success. If you are on my mailing list and read my “Customer Care Tip” I’m going to take a wild guess that you are someone who has long ago embraced the idea of “giving”. When I recently saw an…

Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan

A Must Have Book for Customer Service Inspiration

I love books! They spill out of my bookshelves and sit on my nightstands and even on my favorite chair. My favorite books though, are the ones that can be read and referenced time and time again. Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan by Marilyn Suttle…

Are you walking your own talk? Do you need to have a "Get Real!" chat with yourself and make some adjustments? (Oooh I got a big yes to that one..)

Find The Leader Within

  A few years ago, on a fine spring day, I took a walk at the beach. It wasn’t just any walk, it was a walk with intention, a walk with a purpose.   That day while walking, I was asking for guidance from my Higher Self and the better angels of my nature.* It’s…

Leave It Better Than You Found It

Flying home a couple of weeks ago, I was gazing out the window at the expanse of white clouds below the plane. We were almost ready to begin our descent and the pilot told us it was raining badly in Florida. But here we were still above the clouds and the sun was shining and…

One of the first things I would recommend you do as a leader is begin to Practice Positive Leadership by being in gratitude for the happiness of your customers and the well-being of your company.Have you stopped to think about how the company with its inherent happiness and wellness nourishes you?

Take a Stand for Well-being

I got a request from SalesAndServiceNews.com to answer a question sent in by a subscriber, where I am on the “expert” panel for that publication. The good questions always evoke interesting answers. I couldn’t resist sharing this one with you.   Q. We’re stressed! As the manager, I feel overwhelmed. My reps feel it, too.…