How to Manage Change So You Engage Employees
"Every change needs a story." This is a statement that I believe is true -- and it's one reason why employees have such a hard time with change. If you want to create distinction for your organization and yourself, you must be able to leverage change to your...
How to Become a Distinctive Leader
Distinction is not merely organizational--it's individual, as well! Leaders must know how to set the pace, not only through their words, but also through their actions. They must make a difference, and they must be congruent. That is likely why individuals with the...
Dealing with Customer Frustration
It was another day of sitting on hold for Jane. She had been waiting for an hour, listening to one boring song after the other. Finally, she hung up and tried again. Once more, there was a long wait before it could become her turn to speak with a customer service...
Innovative Strategies for a Competitive Edge
In today's world, it isn't enough to simply be different. If you're not innovative in a manner that has importance for your customers, you won't stand out from the crowd. Innovative strategies will help you gain advantages over your competition by leveraging...
Five ways to increase your value at work
Even as we move into a post-pandemic world, does your work seem like an endless cycle of meetings, updates and reports? You're not alone. In a world where knowledge workers are expected to be on-call 24/7, it's more important than ever to create personal and...
Don’t confuse skills with tools.
Many years ago, my friend George Walther became well-known through a program he delivered for organizations and sales professionals entitled, “Phone Power.” The content was the basis for a famous audio program that sold countless albums, as well as a bestselling book...