What do dancers at a Sikh celebration in Kuala Lumpur, Malaysia and happy employees have in common? They show their happiness. Granted, not all employees are as exuberant as these dancers, whose sincere grin decorated their faces throughout their performance. Some...
Grow Your Key Talent Blog
Customer service lessons from a Cambodian tuk-tuk driver
There are hundreds, if not thousands, of tuk-tuk drivers in the city of Siem Reap, Cambodia near the Angkor Wat temple. The ability to feed their families is determined by whether or not they can attract new customers. "Madam, want a ride?" "I take you to temples."...
Join me for free webinar
Join me for free Making Money In Your Jammies webinar. April 12, noon-1:00 PT. Register: http://bit.ly/InYRLC
The curse of creativity
"Creativity -- a curse?" you ask incredulously. Creativity is only positive. Right? Most people wonder how to increase their creativity. When you're more creative, you come up with different -- and often better -- solutions. So what could be the downside of...
Interviewed on Business Innovators show
Listen to Wendy Hensen's fun radio interview of me. We talked about Making Money In Your Jammies.
The hierarchy of politeness
You don't like to be rude to people. But some people don't read subtle social cues. You get frustrated because they don't understand what you're trying to communicate when you're being nice. But being blunt seems so, well, rude! This is why I invented the term "The...
Who is the Customer Experience Manager for your customers?
Recently I had an experience that made me wonder who was in charge of the customers' experience at an establishment. The organization was a high-end San Francisco restaurant where I was a guest in a 10-person party at a hosted dinner. My hosts sat at the opposite end...
Do you keep your customers in the loop?
Your staff could be the nicest, most caring reps on the planet. They could be the kind of folks everyone loves to work with. They are good listeners and respond to your customers questions quickly and accurately. But what if after the sale there's no follow up on...
Listen to radio interview
Listen to my interview on the World Positive Thinkers Club radio show. We talked about what individuals and companies can do to increase effectiveness on the job.