My friend arrived at the store to pick up the donated gift card for the high school fundraiser. When she announced herself at the customer service desk, she was greeted with, "I'd like to shoot the person who wrote this letter." My friend was taken aback and said,...
Grow Your Key Talent Blog
SupportIndsutry.com posts article
SupportIndustry.com just published one of my articles, "How Well Do You Anticipate Customers' Needs?"
Listen to radio interview
Listen to my recent interview on Wendy Hansen's "It's all in the BRA" radio show. Here's the description and link. Making Money with Your Intellectual Property When Rebecca Morgan, talks, even Oprah listens! As a best-selling author, Rebecca has appeared on The Oprah...
Improving your organization’s reputation
When you know your organization has a reputation for poor service, you need to double your efforts not to perpetuate that impression. When it's a for-profit company, you can easily lose customers as the bad-word-of-mouth spreads. But what if your organization is a...
Getting while giving
When we do activities that others may see as altruistic, we typically get back at least as much, usually more, than we give. I noticed this during my recent visits to Thai and Cambodian orphanages and schools I support through the Together We Can Change the World...
Get your copy of best practices white paper
I was asked to contribute to SupportIndustry.com's best practice white paper, "2013 Agent Playbook: Best Practices For Optimal Performance." If you'd like to have a copy, just email me. (My contribution is on page 7.)
Trying to be the smartest in the room shows you’re not
Recently I spent a few days with a young, bright woman. But her constant attempts to prove she was the smartest person in the room backfired. The more she tried to one-up others, the less smart she was seen to be. I empathized because at her age I, too, suffered from...
Small kindnesses create customer loyalty
While staying at the Borei Ankor Resort in Siem Reap, Cambodia, I enjoyed getting to know the staff. Many of them stood out as having exemplary guest service skills. Sometimes it was those without fancy titles who made my stay most memorable. While ordering a drink at...
Singapore HR Summit
I was delighted to speak on "Effectively Growing Your Key Talent" at the Singapore HR Summit. One session had about 800 smart, interesting HR professionals. I look forward to the next time I'm invited to speak at this premier event.