Have you ever written the wrong word and got egg on your face? Ever tripped up your readers with fuzzy word choices that confuse them? Those who wrestle with words can find ourselves wondering if we've picked the right one. Is it compliment or complement? Waver or...
Grow Your Key Talent Blog
Free white paper
My friends at SupportIndustry.com are offering a free white paper, "Best Practices for Coaching Your Support Team to Handle Anything." It provides a step-by-step game plan for solving your support agents' worst nightmares, based on the author's experience in...
Get a deal if I’m working near you!
You can save money by piggybacking with my other clients. If you want to explore what I could do to help your people be more effective, contact me ASAP so I can work you into my travel schedule. Or get several companies together for a presentation. Or gift your...
New books on how to develop your staff
Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight (eBook) -- This book is full of examples of superior customer service ... and below par service. Following each example are questions to ask your team to...
Buca di Beppo service goes blop!
Buca di Beppo has been running a series of coupons to lure customers to their restaurants. Unfortunately, once they've accomplished that, they don't create an experience that has customers wanting to come back. Here's my recent experience. I arrived at 5:30 to have a...
Singaporeans hungry to enliven training
They were hungry for information on how to make their trainings more engaging. The 500 attendees at my session at the Singapore HR Summit were from a myriad of SE Asian industries. My session, "How to Enliven Training Using Gimmicks, Games and Gizmos" proved to be the...
Charming hospitality at rustic resort
After conducting a day-long seminar on Interpersonal Communications in Batam, Indonesia, I decided to relax for a few days at the island's rustic but peaceful ocean front KTM Resort. The manager, Ms. Rina, took very good care of me, situating me in a deluxe family...
Brunei bank managers are stars!
Last week I had the honor of conducting a 5-day leadership, communication and presentation skills course for 25 senior managers at Bank Islam Brunei Darussalam. The group was fabulous. They were hungry for information to be better leaders and communicators. They...
Outstanding service at Brunei’s Empire Hotel
My 7-night stay at Brunei's fabulous Empire Hotel began at the lobby door. The Manager on Duty greeted me by name as I entered the exquisite lobby. Quite a feat for a 450-room hotel. At the front desk I was informed I'd have free Internet via DSL. "No wireless?" I...