In preparation for my June 10 webinar for Citrix's members on "Service Excellence with Sales and Client Relations" they asked me to write a piece for their blog, "Workshifting," about working remotely. I wrote my first book, Professional Selling: Practical Secrets for...
Grow Your Key Talent Blog
How full is your Bank of Grace account?
How we live our lives builds up a store of goodwill from those with whom we interact. Or not. It depends on how our interactions leave the other feeling afterwards. I call this goodwill "deposits to the Bank of Grace." Every time you do (or say) something nice for...
Customer service delight exemplars
Every once in a while I come across customer service providers who "get it" -- they do something that sets them apart by doing something a little extra. Read what the Trader Joe's cashier, Sofitel housekeeper and Brazilian Burger King did to delight their customers....
Presentation pet peeves
After sitting in a particularly uncomfortable 3-day training full of manipulative techniques and antiquated presentation methodologies, I was prompted to create a list of these to share with my professional speaker/trainer colleagues. Even though you may not be an...
Is your communication strategic?
In a recent "Calming Upset Customers" seminar, I explained why people go ballistic when angry. "When we're upset, we behave from our emotions and have cut off all rational thinking. A rational person would think, 'How can I best accomplish my communication goal?' It...
Thinking outside of the *ice* box
Recently, I had the pleasure of speaking on "Grow Your Key Talent" to ice men. These are not aloof, indifferent and detached guys. They are the folks -- predominantly men -- who run ice manufacturing plants that provide cubed ice for beverages and coolers. They also...
Customer service bullies
I overheard a friend talking to a customer service rep on the phone. He briefly explained the problem he was experiencing and the rep responded. He went ballistic, raising his voice telling her that the solution she suggested was stupid and why. His voice got louder...
Next Get It Done weekend April 17-18
We've set the new dates for the next "Get It Done Program" kickoff weekend in Silicon Valley. The 6-month program begins with an intense 2 days where a small group gets individual coaching helping create strategies and plans to catapult their career. Past Get It Done...
Top 10 Blogger award
I am honored to be recognized as a Top 10 Blogger by Toolbox for HR. They determined this by the number of people reading all of the blog postings and mine was in the top 10. How fun!