Discovering What is REALLY the Core of Your Business
It was a conversation that changed everything about how I viewed my own business – and, perhaps, how you should look at yours. Several years ago, my wife had just passed, and my friends in the legendary country band Diamond Rio were concerned about me. Rather than let...
How Your Expectations of Your Team Impact the Customer Experience
Improving the customer experience your organization delivers is difficult. If you want to create enhanced customer experiences, it is critical that your team understands your customers. That sounds pretty obvious -- but how does an organization make that happen? It's...
5 Steps to Dealing with Today’s Angry Customer
Flight attendants attacked by passengers. Retail clerks shouted down by customers. Almost every day, we watch videos posted of outrageous behavior by customers toward those employees seeking to serve them. It used to be those angry customers who would seldom -- if...
Making 2022 Your Best Year Ever – and Why Resolutions Won’t Work
This is the time of year when you'll see a plethora of posts about how to launch your New Year positively. You'll also see countless conversations on television news about your resolutions for the coming year. Well... here's one more -- however, I'm going to suggest...
The spirit of holidays on every day for your customers and colleagues
When you stop to think about it, the qualities embodied by the spirit of the holidays -- a giving attitude, an appreciation expressed to others, and gratitude for your blessings -- define how we should treat our customers and team members EVERY day throughout the...
De-stress and Unplug: 5 Steps to Survive Holiday Burnout
While the holiday season is the busiest time of year for some, it is the time of our least productivity for others. Whichever describes you and your business, it's important to note that we all have stress, and we all face burnout -- especially in this volatile,...