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You can save money by
piggybacking with my other clients. If you want to explore what I could
do to help your people be more effective, contact me ASAP so I can work
you into my travel schedule.
Or get several companies together for a presentation. Or gift your
clients with a presentation for their teams.
Aug 1 Anaheim, CA
Aug. 13 Ft. Lauderdale
Oct. 10 Las Vegas (hold)
Remarkable Customer Service ... and Disservice: Case
Studies and Discussions to Increase Your Customers' Delight
This book is full of examples
of superior customer service ... and below par service. Following each
example are questions to ask your team to prompt discussions of what
went right -- or wrong. Then you can decide how to use the lessons to
improve your customers' delight.
Grow Your Key
Talent: Thought-Provoking Essays for Business Owners, Executives and
Managers on Developing Star Staff
Many executives think that only HR needs to think about
how to grow their internal leadership. By offloading all the thinking
about this they are sure to stunt their company's growth. This book
helps you examine what you should be considering when looking at
helping your people grow to take on more responsibilities.
Give Me a Call!
happy to brainstorm with you.
Do You Have This Affliction?
I've rarely had
it, but know I have once in a while.
affliction that has affected millions.
It creeps upon
you without your becoming aware of it. You display classic signs, yet
they seem normal. After all, so many people in your circle display the
What is this
When I was in
London in April, I was surprised to see signs scattered around transit
areas telling the public not to take it out on the staff.
It made me
wonder if there had been so many incidents of passengers abusing the
staff that they needed to post signs telling them to stop.
It also made me
wonder if the signs had any affect. Generally, signs don't change
negative behavior. With few exceptions, "No Littering" signs
don't stop people from littering.
I can't imagine
someone being angry enough to curse at a bus driver, but then think,
"I better not. The sign said to not take it out on the staff."
I don't think that's how people think.
can be a wonderful gift. In its absence, many people think they are
doing well, when really they are alienating others right and left. In
consulting with managers for 3 decades, I've seen as much dysfunction
resulting from no candor as from too much.
When feeling compelled to deliver unpleasant feedback, it is common to
preface it with "I just want to be honest." That seems to then
release the giver from any need to couch the comments in a way that takes
into consideration how their words might affect the receiver. They can
spew forth any judgmental and over arching comments in the delusion that
they are being helpful.
How Small Businesses Can Profit from
My friend Susan
Friedmann interviewed me for her Niche Talk radio show. We discussed my
ideas on how small businesses could profit from blogging.
Is Your Staff's Ignorance Hurting Your
I love that
California restaurant chains now list their dishes' nutritional
information. It helps me make better choices.
discovered that some restaurant staff prefer to not become even minimally
familiar with the information. It made me wonder if there are other
industries where staff's purposeful ignorance is costing them sales.
I travel a lot.
Both domestically and internationally. Whenever I fly a new carrier, I
check their luggage restrictions and do my very best to ensure I don't
have additional charges.
So imagine my
dismay when a companion and I flew EasyJet recently. We had carefully
calculated how many bags and weight we'd have to pre-purchase and
dutifully went to their web page to purchase the extras on the day of the
New Home-Study Course and Webinar on
Making Money In Your Jammies
you have information or knowledge that other people seek, then this new
program will help you create revenue from your intellectual capital.
Or if you'd
prefer to be guided through the process, join my 6-week in-depth webinar starting
Yes, you can
wear your jammies!
pricing if you purchase now!