I stood in line today watching two clerks helping customers. There were five people in front of me and ten behind me. The clerks seemed to have molasses in their veins. As they chit-chatted with the customers, I noted that normally I'd think they were being friendly....
Grow Your Key Talent Blog
Leadership lesson from Brunei
"Hajah" had us mesmerized during her 2-minute presentation. So much so that I didn't call time when her two minutes were up. She was part of my 5-day "Leadership, Communication and Presentations Skills" seminar for 25 senior managers. But the group was nothing like...
New books now available in printed version
We've now printed our newest two books, Remarkable Customer Service...And Disservice and Grow Your Key Talent. And we've updated and reprinted Life's Lessons: Insights and Information for a Richer Life. These are all available in eBook form, too. More info
Listen to Rebecca being interviewed
Internet radio hosts Brian Sullivan and Tim O'Brien interviewed Rebecca on her newest books, Remarkable Customer Service...And Disservice and Grow Your Key Talent. Listen to the lively banter about these two important topics. Just right-click (Mac: option-click) to...
Bad news in the newspaper service department
Two copies of my local newspaper were delivered to my house every day last week. I'd put the paper on a brief vacation hold the previous week, so thought something got screwed up when it restarted. I thought it odd my carrier would deliver two papers to the same...
The surly stylist
I'd been looking for a new hair stylist so decided to try an upscale one near my home who advertised a special deal. When I arrived for my appointment, the salon was empty but for a lone woman at the reception desk who was taking payment from a teenager and his...
Waste pick up mix up
The landscape supply dump truck had piled my shredded redwood at the curb next to my driveway the day before my trash pick up. That same day, twenty-five feet away at the far end of my property, we piled the leaves and yard clippings for pick up by the yard-waste...
Housekeeping asleep at the wheel
The upscale Houston hotel had just opened two weeks earlier. The hotel was appointed with trendy, hip furniture throughout. My corner room was no different. But just because it looked good, didn't mean the staff was up to par. As I unpacked I opened a drawer to put...
Door-to-trunk service
She was petite at 5'2", maybe weighing 115 lbs. As the door to her Park SFO off-airport bus opened so I could board, she rose from her driver's seat to stand in the doorway. She said hello with a big grin and reached out her hand to take my first bag. I passed her my...