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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Karma Footprint

Journalist, Emily Yellin, author of “Your Call is (not that) Important to Us” in 2009  traveled all over the world to talk to people in call centers and their customers told wonderful stories of companies that are finally paying attention to the details of business that matter to customers. From recording an initial greeting for a…

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…

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…

Are you telling healthy stories or horror stories? Are repeating and reinforcing the good in your day, or the bad? Is your story of disempowerment, sadness, failure, rejection, poverty, victimization, pain or lack?

What’s Your Story?

I had a great time on Saturday. Three girlfriends and I did our second one day workshop together here in South Florida entitled “A Woman’s Path to Happiness: Tools 4 Empowered Living”.  Other women go shopping, we pool our talents and teach. www.tools4empoweredliving.com   My topic is Happiness Practices; at each workshop I look at another element of what it…

Watch YOUR language. Your body hears everything you say.

Your Body Hears Everything You Say

  Today I wrote to someone I haven’t heard back from in a long time. I was frightened by his response to my request for just a nod (a return email, 5 minutes on the phone…).   “I’m slammed” he said. “Picked up some new responsibilities that are just killing me.”   Ouch. That frightened me.…

Customer Relationship Management

Now THAT’s Engagement

What’s better than a mission? A cause!   Employees at Providence St. Vincent Medical Center decided to raise awareness for Breast Cancer by donning pink gloves and doing a dance.  They had a ton of fun doing it (that’s obvious) and it brought the whole organization together in a whole new way. Over 200 people…

Customer Happiness

It’s All About Heart

Starting next week, for 5 weeks, 20 world-renowned thought leaders are sharing their insights and wisdom on how to live better, experience more joy, have more fun and create prosperity even in tough times. We’ll be talking about business and we’ll be talking about life.   This online event is called the Heart Based Service…