In this section you will find selected articles and advisories in downloadable pdf files. Everything in this section has something for you to learn and something for you to do with what you learned.


My work invites your involvement. Things won’t change until we get personally involved in asking the kinds of questions that will liberate the brilliance that lies resting in everyone of our employees.

Advisory1Does your company suffer from what I call E.D.S. – Empathy Deficiency Syndrome?

This E-advisory report will give you a dozen different ways to overcome the apathy that causes E.D.S. Short, easy to read and actionable!

Price: $3.97

Advisory2Want 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

21ToughQuestionsThere’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

CreateapositiveGiven 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

PowerupperformanceAre your employees engaged in their work, or are they estranged from your company’s mission and their role in making it happen? Mounting evidence suggests that the more engaged employees are in what they do, the better their performance and the higher the rewards for everyone. The key is to have managers who are skilled at creating employee engagement.

Price: $2.97

TeachableAs a customer care trainer who works with companies of all shapes and sizes, I’m well aware of the ‘extreme cautiousness’ with which most organizations are approaching any purchases – especially when it comes to training their employees to be and do their best. As I see it, there are three main challenges…

Price: $2.95

UnleashingWhat is it that forward-thinking companies want these days? Customers that are loyal advocates and employees that are excited, enthusiastic, energetic, and empowered to make decisions that benefit both the customer and the company. They want commitment, they want people who love and take pride in their work and will represent the organization in the best possible light.

Price: $4.95