My South African friends kept complaining about how bad service is in their country. They shared several examples to which I said, "I've had similar experiences in various countries. But I've also had stellar service here and in other places." One that stood out for...
Grow Your Key Talent Blog
Simple gestures can make a customer go “wow”
In Cape Town, the Stonehurst Guest House provides simple, clean lodging in a lovely Victorian home with a central courtyard. The owner, Jan, is a kind artist who has run the inn for 30 years. Dan, the manager, and Maureen, the housekeeper, are friendly and...
What’s your annoying communication habit?
After a day in Cambodia, my American travel companions and I found ourselves modifying our language when speaking to those with limited English skills. We'd traveled abroad enough to know to speak slowly, enunciate every syllable, avoid contractions, use simple words...
The Honesty Continuum
Since you were a tyke, you've often heard the adage, "Honesty is the best policy." But then your best friend got mad after you told her the boy she had a crush on told you he didn't like her. You lost your first boyfriend after you told him he had bad breath. You...
The obliviousness epidemic
It's everywhere. You've seen it day in and day out. Obliviousness. People standing at the checkout counter while they're still deciding what items they're going to buy, unconscious of the long line behind them. Drivers going under the speed limit in the fast lane....
Don’t irritate your customers
Wouldn't it be great if every customer was ecstatically happy with you all the time? Imagine how easy your job would be -- you'd merrily go about your business serving additional customers, selling more, and creating win/win solutions. Unfortunately, that scenario can...
Don’t focus on reaching your goals
Traditional advice is to set stretch goals, a tad beyond what you believe you can achieve, then celebrate when you've achieved them. I have a different perspective. Don't focus on if you achieve them. Set audacious goals and look at who you have to become in...
Interview on presentation
Here's a short (7-minute) video interview of me from the Peryon HR Conference in Istanbul discussing some key points from my presentation, "The Power of Our Words."
Is your IT department costing you money and customers?
I set up a new account at my bank, which meant I needed to create a new online user name, password, etc. The setup email said to put a "9" in front of my tax ID number on the online banking screen. I did. The system would not let me proceed. Frustrated, I called...