What Emotions Did YOU Broadcast Yesterday?

As a leader, you impact the lives of many – your colleagues, your customers, your suppliers, and your professional community. What you may forget though is that you also impact their families, their friends, their circles of influence and even their churches. Every culture has a ‘Spillover’ as well as a ‘Crossover’ effect. You know…

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Spring is a Time of Renewal

This last weekend we celebrated the first day of Spring and Easter. It’s traditionally a time of rejoicing and renewal. Is it time for you to renew your vows to “Wow” your customers? Is it time for you to spruce up your commitment to making the positive experiences of people in your process the most…

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Are You Leaving Money on the Table?

    Happiness is serious business.  Studies by Gallup tell us that US companies lose $600 billion worth of productivity ever year due to employee disengagement. And, I’d venture to say employee unhappiness. While engagement and happiness are two different things, one of the paths to happiness is engagement. Engaged employees are more likely to…

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Anniversary Musings + a Gift

Last week I celebrated my 26th business anniversary. Whew.   There were so many points through the years that I thought I just wasn’t going to make it. My belief in my mission was clear. I thought my message was consistent. I knew I was a little ahead of my time but I figured if…

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Organizations Don’t Change

If there is one thing I’ve learned for sure in the last almost 26 years in business (on February 1st), it’s that organizations don’t change, people do.   When you want to create loyal customers and higher profits by changing the way your organization delivers customer care, you have to change your mind first.  …

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