Gary Hamel, speaking at a big customer conference where we both were presenting said, “In a time of accelerating change we are getting stupider by the moment.” I’ve never forgotten it because I agree. If you’re not getting better you cease being good. I recently attended the WorkHuman conference in AZ. It was my second year…
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…
Most people on my mailing list have heard me speak. So it’s likely you’ve heard me talk about my genuine distaste for the phrase “No Problem” (and its brother “No Worries.”) I tell the story of young man who answered my request for a late checkout time with the word “No” and how my stomach…
“Good Morning, how may I enrich your life?” That’s the first thing I heard after being connected to a rep at Gano Excel where I buy the stuff I drink instead of coffee. It took me back and made me smile at the same time. He was pleasant, I made my purchase, but his…
As most of you know, I teach positivity and happiness practices in business and I often hear, “ You must be happy all the time.” Surprise, I’m not happy all the time.
Sometimes I’m downright crabby. Lots of things effect my crabbiness – the weather, what I’ve eaten, how much sleep and exercise I get, the people I’m spending time with. Much like most people there are lots of things that irritate me, when I let them. (And yes, of course I do.)
Steve Jobs taught us much about destiny, design and why connect the dots. (“You can’t connect the dots moving forward, you can only connect them looking backward.”) I remember reading the commencement speech he made in 2005 at Stamford and went back to read again what he said, describing his own life and his…
10 Years ago at this time I was in shock. I was in Miami, and had just finished a very successful early morning (7AM) workshop with a banking client and was headed up to the CEOs office for a debrief and discussion of the series of workshops we had created to get people excited about…
I know there are popular books out there telling you not to sweat the small stuff – but I’m telling you that when it comes to your customers – you should sweat.
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…
I’m one of the “experts” over at the Customer Service Advantage newsletter. That means I get questions to answer from time to time. Here’s one I got yesterday. “I’m learning the ropes as a new customer service manager. One thing I struggle with is giving feedback to my service pros. How do I give…
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