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 matter. Walt wanted it built first.

What Does Your Castle Look Like?

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 how the experience of working at your company stacks up against that of other companies in your area? Ever wonder if those great stories (or horror stories) you hear are true?

Are You Happy At Work Today?

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…

Do You Know the Value of Happiness at Work?

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…

Listen for ideas and feelings, not only words. Get the whole picture. Listen for the emotional tone. Convey empathy.

Do You Know These Listening Secrets?

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…

Your skill at managing stress - the fight or flight response - is good for you, your co-workers and your vital relationships with your customers.

Feeling A Little Stressed Lately?

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…