Anyone who says feelings have no place in the workday might as well say that breathing has no place in the workday. A human without either one is a corpse. The ability to use emotions... Continue reading
It’s amazing how much impact a single individual can have on an organization’s service or teamwork through a combination of personality and thoughtful action. When you see it happen in front of you it gives... Continue reading
It’s so much easier to critique what you can see than it is to conceptualize something that doesn’t exist yet. Michelangelo said, “Every block of stone has a statue inside it, and it is the... Continue reading
There’s always another point of view. In old fables about whether any specific event or circumstance signifies good luck or bad, the moral always depends on your individual context and outlook. I’m interested in hearing... Continue reading
Every once in a while someone tells me a story of dysfunctional, disruptive, unprofessional, plain old odd boss behavior. Here’s an example, along with some suggestions for how to normalize things with a crazy-making boss... Continue reading
To improve the service experience for both customers and reps, start by targeting the key elements of service infrastructure that consistently create negative outcomes. After that, there are some deeply human aspects of service that... Continue reading
Customer service is a tough job. People who work in a pure service role (as opposed to those who but also take orders, provide sales support, or do real selling themselves) spend the vast majority... Continue reading
It can be very appealing to have an overreactive person on your team because of their strong drive for accomplishment and their very quick response time whenever there’s a problem to be solved. But for... Continue reading
If you suspect you’re an excessively reactive manager, you may wonder how to slow things down to help yourself work more effectively and not disrupt your team so much. And you may worry how you... Continue reading
Over the last few years I’ve worked with a number of senior executives who are hardworking and wonderfully competent in their areas of expertise, but are so highly reactive that they create extra burdens for... Continue reading
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