I had fun thinking about how to frame what I wanted to say using the idea of “3 Keys.” I thought I would share them with you today.

The 3 Keys to Extraordinary Customer Service

Last week I got a call from a friend to see if I could be a “substitute” Chamber speaker for another friend who had a family emergency. The topic, I was told, was Customer Service. I was happy to oblige. In fact, I had a program that I thought would be perfect and told the…

Tis the season of kindness

‘Tis The Season Of Kindness

May you feel the light of the season.     May you feel the joy that wants to escape from the commercialism, and may it make you smile.     May you make deep, real and significant connections – even with strangers – because as humans it’s what we crave to do.     May…

The challenge with reflection is there is always such noise going on in our heads – and in the myriad devices at our fingertips  - that often the higher wisdom we seek can’t be heard because these other voices shout so loudly.

Mirror Mirror on the Wall

Of late, I’ve been in a state of reflection. In order to do that, I’ve had to slow down a bit. And breathe. And listen.   The challenge with reflection is there is always such noise going on in our heads – and in the myriad devices at our fingertips  – that often the higher…

Human beings tend to move in the direction of what they talk about. So, leader, let’s stop talking about “what’s wrong” with “these kids today” and start talking about what’s right. If you’re on my list I know you care about creating great customer experiences and nourishing the kind of culture that promotes them. I encourage you to make your own “What’s right” list.

Young People Today

As I do frequently, I recently spoke at a meeting of top execs who are looking to create thriving companies. Once again, (really?) the topic of managing young people today, AKA Millennials, came up, as it’s done for at least a dozen years. I’m still hearing some of the same things now that I heard…

While usually you won’t see me speak in “don’ts” rather than “do’s,” today I’m breaking my own rules to share this list of 10 things you DO NOT want to do to your staff – especially if they happen to be millennials!

Don’t Do These 10 Things – especially to Millennials

While usually you won’t see me speak in “don’ts” rather than “do’s,” today I’m breaking my own rules to share this list of 10 things you DO NOT want to do to your staff – especially if they happen to be millennials!   Don’t point out their weaknesses.  It’s not your job to “fix” your…

The human body functions best when it’s positive. Period. Now that we know that – science has proved that it’s true – it’s easy to see that when you leave your employees and customers feeling happy (and maybe even loved) you’ve made a deposit in an emotional bank account that over time compounds, grows larger and actually makes your business easier to grow. Human beings crave appreciation (In fact William James once said the deepest human need is that for appreciation.) While we have set aside one day a year –Valentine’s Day- to celebrate love – I think in light of all that is going on in the world today, we might just consider doing that a little more often!

What’s LOVE got to do with it?

Ever find yourself walking out of a restaurant or movie saying, “I loved it”?   Ever say, “I love my mechanic”, “I love my hair cutter” or “I love my car”? Ever find a place in nature that makes you feel so connected that when you think of it, you actually feel how much you love the place?…