Permission To Say Yes
Processes are important–really important. Without strong processes within our organizations things often don’t get done consistently or at all. In customer service, processes ensure that […]
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One Big Employee Engagement No No
Today I want to talk to you managers and leaders out there. If you’re anything like me, you spend much of your day in meetings […]
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Leadership And The Power Of Choices
I’ve been thinking a lot about leadership lately. In particular, the way we influence others. After having one of those days, I wanted nothing more than to […]
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Kicking “Buts” And Slaying Giants
Finish the following sentences. I would like to read more, but… I would like to exercise more, but… I would like to go to finish […]
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The R.O.A.D. To AWESOME Customer Service Training
In December, I shared a post about On-Boarding Without Over-Boring with some tips to help leaders ensure that their new employees have a memorable first day. The […]
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Monday Motivation: See The Potential In Others
A personal tidbit you may not know about me is that my dad is a pastor and has been for the last forty-five or so […]
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Awesome Teams Care For One Another
The way I am wired, I spend a lot of time worrying about whether or not members of my team are happy. As a customer […]
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Monday Motivation: There’s Power In Releasing Ownership
The first attempt at soccer for my son Zack was anything but magical. The first four weeks were characterized by high emotions and the outright desire […]
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2 Ways To Help Your Employees Forget They Are Working
For whatever reason I am thinking in twos this week. I’ve had two recent epiphanies about how to make work feel a bit less like […]
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Customer Service Is Easier With A Refresh Button…Or Is It?
I was recently reminiscing on my early days of customer service. I worked at TierraNet, a webhosting and domain registration company. Customers would call in […]
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