These days I’ve been out teaching people how the cultural experiences they create inside their company affects the relationships they have outside the company. Now of course we all know this, have always known this, but as I tell the people enjoying my workshops – the first enemy of knowledge is “knowingness.” It’s not…
DetailsLast week while enjoying the beach with my visiting family I got the chance to see beautiful pelicans flying by in formation. I don’t see that very often and last week I had the experience 3 times. It was then I remembered something I’d written in the Customer Care Coach® and used my handy “find”…
DetailsYears ago I was on assignment in NY, training a large number of people in a financial services firm. While the training programs themselves were about customer care, in reality there was a lot of work I did to help people manage stress. I was called in at a time when a fair number…
DetailsHappy Valentine’s Day. In honor of the day, we’re sending this week’s tip a day early so it lands on your desk with our warm wishes for a day filled with loving intention, many smiles and maybe even a little chocolate! Customers that love doing business with you will come back, buy more and tell…
DetailsToday’s my 21st anniversary of being in business. Wow. That’s a long time and a lot of learning. I began with an idea. Imagine if you will, that every business sits atop a tripod – three legs, needing to be in balance to keep the business stable. Each leg represents a set of relationships. One…
DetailsLet’s look at a story that is a lesson in setting intentions. One evening an old Cherokee told his grandson about a debate that goes on inside people. He said, “My son, the battle is between the two “wolves” inside us all. One is anger, envy, jealousy, sorrow, regret, greed, arrogance, self-pity, guilt, resentment,…
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