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March/April 2013

Rebecca Morgan, CSP, CMC
Certified Speaking Professional
Certified Management Consultant

Developing your key talent for strategic growth

Grow Your Key Talent blog


Get a Deal if I'm 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 clients with a presentation for their teams.


April 5-14 Johannesburg, So Africa
April 15-20 Cape Town
April 21-26 Singapore
April 26-30 Thailand
May 1-8 Cambodia
May 9-14 Washington, DC
May 17-19 Houston
July 26-31 Philadelphia


Remarkable Customer Service ... and Disservice

Calming Upset Customers

 Get your copy (hard copy or eBook) of Remarkable Customer Service ... and Disservice: Case Studies and Discussions to Increase Your Customers' Delight today!


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Grow Your Key Talent

Calming Upset Customers

Get your copy (hard copy or eBook) of Grow Your Key Talent: Thought-Provoking Essays for Business Owners, Executives and Managers on Developing Star Staff today! 

More info


Give Me a Call!


I'm always happy to brainstorm with you.



A Personal Note

This week I leave on a 6-week around-the-world speaking tour. I'm excited to also fit in an African safari, visits with friends and colleagues, and playing with kids at orphanages in SE Asia that I support. If I can be of service to you or your colleagues when I'm in the area, please let me know ASAP!


Don't Focus on Reaching Your Goals

Traditional advice is to set stretch goals, a tad beyond what you believe you can achieve, then celebrate when you've achieved them.

I have a different perspective. Curious what it is? Read more.


The Obliviousness Epidemic

It's everywhere. You've seen it day in and day out.

Find out what it is and if you're afflicted, and if so, what to do about it.


The Honesty Continuum

Since you were a tyke, you've oft heard the adage, "Honesty is the best policy."

  • But then your best friend got mad after you told her the boy she had a crush on told you he didn't like her.
  • You lost your first boyfriend after you told him he had bad breath.
  • You ended up in the principal's office after telling your chemistry teacher he didn't explain the experiment well, thus your blowing up the beaker.
  • You were shunned at work when you told your coworker she'd never get promoted since she kept messing up in her job.
  • You got fired because you told your boss his idea of not answering the phones so everyone could get more done would lose customers.

So, is honesty really the best policy? Read how to use the Honesty Continuum to decide how and how much to share.


Don't Irritate Your Customers 

Wouldn't it be great if every customer was ecstatically happy with you all the time? Imagine how easy your job would be -- you'd merrily go about your business serving additional customers, selling more, and creating win/win solutions.

Unfortunately, that scenario can only be seen in fairy tales. We who live in the real world have unhappy customers. Hopefully, this is a rarity, not commonplace. No one relishes dissatisfied customers.

When a customer is upset, it distresses us. Not only does it take time to calm her, but we have to then fix the problem and get back in her good graces. Plus, she's going to be more reticent to buy other items from us.

How can a savvy sales professional avoid having upset customers? Some of the causes of customers' discontent are beyond your control, yet some upsets are caused by your behavior.

Read my ideas on what you can do to prevent their getting irritated at you. 


What's Your Annoying Communication Habit?

After a day in Cambodia, my American travel companions and I found ourselves modifying our language when speaking to those with limited English skills. We'd traveled abroad enough to know to speak slowly, enunciate every syllable, avoid contractions, use simple words and basic sentence structure. But in our quest for clear communication, we soon matched the syntax of the local shopkeepers we encountered.

Find out how this led to an epiphany about annoying communication habits. 


Let's Connect on LinkedIn

If you're a member of LinkedIn, let's connect there. Just send me an invitation with a reminder of how we know each other, or just "ezine reader" and I'll accept the invitation. Just click here to go to my profile and send me an invitation.