by Rebecca Morgan | May 27, 2010 | Developing People
Sally is rigid with long-term customers even though she has the power to be flexible and make modifications. Paul is accusatory to other departments’ managers, making erroneous assumptions based on little information. Bill doesn’t carefully read emails so...
by Rebecca Morgan | May 24, 2010 | Customer Service, Developing People
I’ve been patronizing Gayle’s Bakery and Rosticceria in Capitola, CA for decades. I make a point of stopping whenever I am nearby. Yesterday, I made a special trip 10 miles out of my way to take an out-of-town friend to have a Gayle’s experience. We...
by Rebecca Morgan | May 7, 2010 | Customer Service, Management Training
“Effectively Growing Your Key Sales and Service Talent: Are You Sunlight and Water or Just Manure?” You know you have a huge competitive advantage in your sales and service representatives. They can either make your customer relationships bloom and grow or...
by Rebecca Morgan | May 5, 2010 | Customer Service, Developing People, Management Training
This was not what I expected to hear from the clean-cut, college-aged young man sitting in the parking attendant booth. Handing him my parking ticket, I asked, “Do you get a lot of studying done?” He enthusiastically responded, “Absolutely! I read a...
by Rebecca Morgan | May 2, 2010 | Management Training
Recently, I and 20 other speakers presented 10-minute talks at an event. The night before, my colleagues and I met for dinner and the conversation turned to our presentations. Two friends were working out how they would manage to hook up their computers to show their...
