All evidence indicates that customer happiness is linked to employee happiness – customer engagement to employee engagement and both to profitability. But, Gallup tells us that in the US less than 30% of employees are engaged (passionate and purposeful about what they do) in their jobs. (It’s estimated to be less that 25% worldwide.) In the US alone that represents $406 Billion in lost productivity! What a pity.


Engaged workplaces are more productive, more positive, more focused, more fun and more successful than ones where the majority of people are disengaged.


What makes the difference? The culture and the leadership.


When people feel good at work, when leadership takes a personal interest, when people get a chance to do what they do best, get recognized and rewarded for a job well done they do better work.


When the environment is three times more positive than negative, when people have friends at work, know what’s expected of them and know that someone will notice them doing things right more often than they find them doing something wrong, they will do better work. That makes sense, right?

That’s because culture determines “How we do things around here,” and how we do things creates the patterns that get repeated every day. The challenge about culture it that it lies at the “invisible” level of the company, it appears to be intangible, but packs a powerful punch when it comes to determining success.

Your company culture is the soul of your enterprise. It determines belief, behavior and attitudes. In fact, culture is so strong – it’s been said that “Culture eats strategy for lunch.”


We’ve discovered that when leadership strives to create and craft a culture that nourishes the best in people and that focuses on the well being of the customers, they thrive (not just survive.) Take a look at what we offer that will help you determine what how your culture and your values operate and what you can do to make the “intangible tangible.”


Here are some products to help you Create a Feel-Good-At-Work-Place:

Values are at the heart and soul of any culture. They’re the blueprints that drive an organization’s culture toward or away from success.


Do you know your organizational values? How about your personal values? Do you understand the vital link between them?


This special report from the Customer Care Coach® builds a solid case for having values front and center of any organizational initiative – and then leads you through the process of uncovering, defining and putting both personal and team/organizational values into action!

Price: $49.00

How healthy is your team and/or organizational culture? Is it yielding ‘sweet rewards’ like growth, peak employee performance, loyalty and profits? Or is it languishing, weak, neglected? This special report from the Customer Care Coach® will help you assess your culture at a ‘root level’ by looking at the living, breathing environment you’re managing in an all-new way.


Special Report on the BEST Hiring skills for this century (so far!)


Introducing Achievement Based Interviewing and Evidence Based Selection – ABE.

(E-book – to be downloaded after purchase)

Price: $99.00

Want to understand more about your culture? You should – it’s the invisible force behind your service improvement efforts. Our newest edition to the Creating Your Loyalty Building Program series presents you with a game you can play throughout your company to uncover the forces that support or sabotage your efforts.


Use this process to get the culture change ball rolling and get people talking about how they *really* feel. It’s the best $9.97 you’ll spend all week!

Price: $9.97

There’s no doubt about it! The Customer Experience and your employee’s experience are related. Customer happiness rarely occurs when the team is less than happy. This quick assessment gives you 21 questions (tough ones) you’d better be asking if Customer loyalty and advocacy is your end goal.

Price: $2.95

Given the choice of dealing with a positive, upbeat employee with a “can-do” attitude or dealing with a disgruntled, distracted, uninterested one, which would you choose? No contest. Customers always want the best experience possible, they want it to be easy and pleasant to do business with your company. Enter the real challenge of “Relationship Management”, the relationships. Until all of our business is done electronically, as much of it most likely will be, managers, in addition to making sure the work gets done, still need to be concerned with the performance of the most important link in the customer connection — people.

Price: $7.95

Let JoAnna put words in your mouth! In one minute, Monday Morning Motivation will give you a customer focus insight for the week, some powerful self-talk to create new patterns in your thinking, and an idea generating question to stimulate your creativity and get you more engaged with your team.

Price: $17.95

Customer Care Culture MP3
Creating a Culture that THRIVES takes attention and commitment…


The Shift MP3
“Without caring there can be no quality. The shift is on from a Customer Service mentality to a Customer Care mindset…


“54 Ways to Stay Positive in a Changing, Challenging and Sometimes Negative World” is a delightful illustrated book on how to make simple choices for a more positive life style. It’s 128 pages of easy to follow, fun to read suggestions for shifting your mood from dark to light. Written by JoAnna Brandi, author of two books on Customer Care, it was illustrated by Jo Ann Goldsmith, an accomplished artist and creative director.


Quantity Discounts Available
Also available customizing the Introduction page

Price: $14.95

We call this “Trilogy” the “Customer Service Toolkit” You get three books all designed to enhance your customer care skills. The first Building Customer Loyalty – 21 Essential Elements in Action gives a solid overview of building and maintaining relationships, the next, 180 Ways to Walk the Customer Service Talk is a brainstorm of ideas that you can use to spark your thinking process or “steal” outright. Customer at the Crossroads is a parable your team will love. More… Follow our hero through the lands of Lofty Visions and Big Promises and Catchy Slogans until he finally finds his way to “Land of Walk the Talk” where he lives happiy ever after.


Barbara ‘BJ’ Hateley and Eric Harvey – illustrated by John Grimes Also, Eric Harvey and the Walk the Talk Team. JoAnna Brandi

Price: $25.00

a handful of knowledge. Three books on Customer Care by JoAnna Brandi – AKA The Customer Care Lady. 1) Building Customer Loyalty- 21 Essential Elements in Action 2) 54 Ways to Stay Positive in a Changing, Challenging and Sometimes Negative World 3) Winning at Customer Retention (available as an e-book only. It will be emailed separately to you). $39.90 Value

Price: $34.95