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July/August 2011

Rebecca Morgan, CSP, CMC
Certified Speaking Professional
Certified Management Consultant


Developing your key talent for strategic growth

408/998-7977
Rebecca@RebeccaMorgan.com
www.RebeccaMorgan.com
Grow Your Key Talent
blog

 

Get a Deal if I'm Near You!  

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) 

Oct. 13-15 Las Vegas  

Nov. 10 Chicago   

 

Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight

Calming Upset Customers

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.

More info

 

Grow Your Key Talent: Thought-Provoking Essays for Business Owners, Executives and Managers on Developing Star Staff

Calming Upset Customers

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.


More info

 

Give Me a Call!

I'm always happy to brainstorm with you.

 

408/998-7977

Do You Have This Affliction?

I've rarely had it, but know I have once in a while.

You may have, too.

It's an 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 same symptoms.

What is this dreaded malady?

 

Sign of Troubled Times

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.

 

Candor with kindness

Candor 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 Blogging

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 Sales?

I love that California restaurant chains now list their dishes' nutritional information. It helps me make better choices.

However, I've 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.

 

EasyJet Isn't Easy 

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 flight.

 

New Home-Study Course and Webinar on Making Money In Your Jammies  

If you have information or knowledge that other people seek, then this new program will help you create revenue from your intellectual capital.  

If you want to go at your own pace, you'll want the new home-study course. See the details on the learning options.  

Or if you'd prefer to be guided through the process, join my 6-week in-depth webinar starting Aug. 17.   

Yes, you can wear your jammies! 

Special early-bird pricing if you purchase now! 

This email was sent to rebecca@rebeccamorgan.com by rebecca@rebeccamorgan.com |  

Rebecca Morgan, CSP, CMC | 1440 Newport Ave. | San José | CA | 95125