Critical Business Relationships

In my seminars on Customer Caring I talk about something I call the Work-Relationship Tripod (sm). As many of our businesses are consciously moving from being “transaction – based” to being “relationship – based,” it’s important to understand the interactions of relationship in business. Imagine, if you will, that your business sits on a tripod (or even a three-legged stool.) Each leg of the tripod represents a different set of relationships: External, Internal, and Inner. All of the legs need to stay in balance, in order for the business on top to be in balance.

Articles, Tips

Before I write anything these days (with the exception of a rant when I get poor service, which is driven purely by emotion at the time) I check in with what you want to learn from me about caring for customers, leading a high performance team and creating more happiness for yourself and others.

Are You Dealing Positively with Conflict?

One recurring theme is dealing positively with conflict. I thought I’d tackle that topic today since I was recently challenged myself to do just that.   Here are 12 ways to deal more skillfully and positively with conflict.   Adopt a Win/Win intention. We live in a competitive culture. We want to “win,” but in the competitive…

Blogs, Conflict, Creating Customer Happiness, Creating Happiness, Customer Experience, customer satisfaction, Employee retention, Empowerment, Happiness at work, Tips

Christine Hanson, PHH Vehicle Management Services

JoAnna Brandi was an incredible speaker!  Her high energy combined with a very down-to-earth style kept everyone laughing and engaged throughout her speech.  The breadth and expertise of her message reached our 100+ managers from various levels and areas of the organization. JoAnna spent a great deal of time in preparation and analysis of our…

Testimonials

Jan Stewart, NationsBank

“Your lively and spirited sessions were just what we had in mind when we hired you to “put some heart and soul” into our transition and retention strategies. Your inspiring messages reminded our associates that they truly can make a difference in the lives of our customers and in fact that is what they are…

Testimonials

Labor of Love

A Labor of Love

We’ve been celebrating Labor Day for over a 100 years. The idea of celebrating a “workingman’s holiday” spread with the growth of labor unions.  It’s celebrated in the US, Canada, Australia, New Zealand, Jamaica, Trinidad, Tobago, the Philippines  and maybe even a few other places. There are still a few speeches and parades that commemorate…

Attitude, Creating Customer Happiness, Empowerment, Happiness at work, Positive Practices, Positive Thinking