The very helpful SunTrust Mortgage customer service rep was the epitome of professional. She was pleasant, thorough and genuinely wanted to help me resolve my problem. However, the SunTrust computer system wouldn't let her. The reason for my call was to set up...
Grow Your Key Talent Blog
Creating disengagement
I serve on a volunteer committee that's been meeting every two weeks for 4 months. In my 30 years of volunteering for this organization, this is the most frustrating experience to date. We have another meeting today. I can't believe how I've gone from fully engaged to...
Management lessons from a shepherd
"A shepherd?" you ask. "Really." Really. Well, Don hasn't been a shepherd his whole life. Just the last 15 years. Before that he was a manager at IBM. He learned a lot about managing over 30 years. Now he applies some of his lessons to shepherding. Like what? He has...
The kindness of strangers
We hear a lot, nowadays, about how self-centered our society has become. We commonly hear stories of people cutting off others in traffic, wedging their way ahead of others in queue, or other self-focused behaviors. So it's wonderful to witness acts of generosity...
Watch the webinar
My webinar, "Effectively Growing Your Key Talent: Are You Sunlight and Water or Just Manure?" which was hosted by HR Toolbox, is now available for viewing. "Great webinar and simple to implement. Thank you for the ideas and insights provided." —Jose Santiago (Dubai)
Service breakdown caused by one hand not knowing what the other is doing
I inadvertently left my credit card at a local hotel restaurant before heading out of town the next day. I didn't notice until I was in the airport. I called the establishment. A nice, young-sounding woman answered. I told her of the situation. "I think I left my...
New book on street-smart sales techniques
A Break-Through System and Street-Smart Techniques For Sales Success Research Proven Ways to Sales Success My friends, Jerry Teplitz, JD, PhD and Tony Alessandra, PhD, have just released a cutting edge book: Switched-On Selling™: Balance Your Brain For Sales Success....
Avoid creating disappointed customers
The young woman behind the Panera Bakery counter was perky, friendly and efficient. "Great job on hiring," I thought to myself. When I added a Diet Coke to my salad order, she smiled and handed me a glass to take to the self-service soda center away from the counter....
Join me for a free webinar Sept. 15
I'm excited to be conducting the very first webinar ever sponsored by Toolbox for HR -- and you're invited to be my guest! “Effectively Growing Your Key Talent: Are You Sunlight and Water or Just Manure?” Are your team members growing or shriveling? Are you enabling...