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.
September 22 San
Remarkable Customer Service ... and Disservice: Case
Studies and Discussions to Increase Your Customers' Delight
This book is full of examples
of superior customer service ... and below par service. Following each
example are questions to ask your team to prompt discussions of what
went right -- or wrong. Then you can decide how to use the lessons to
improve your customers' delight.
Grow Your Key
Talent: Thought-Provoking Essays for Business Owners, Executives and
Managers on Developing Star Staff
Many executives think that only HR needs to think about
how to grow their internal leadership. By offloading all the thinking
about this they are sure to stunt their company's growth. This book
helps you examine what you should be considering when looking at
helping your people grow to take on more responsibilities.
Give Me a Call!
happy to brainstorm with you.
Give Your Staff Your Opportunity to
I've worked for
bosses who took every chance to be the star of the show, including taking
credit for my accomplishments. I've also served under a rare few who
stepped aside to give me the spotlight when they could have rightfully
taken it for themselves.
Recently I had
the latter. While it might seem like a small experience, it meant more to
me than I would have thought.
Do You Hide Promotions from Your
I love my local
Hobee's restaurant chain. It has good, healthy food and great service.
Today I met my friend Mitch for breakfast there. He's frequented this
Hobee's at least once a week for 10 years.
When the cheerful
server approached us, she looked at me and said, "You get a free
piece of coffee cake since you're wearing a Hawaiian shirt!"
great," I responded, as I love their coffee cake. "I had no
idea you were running a Hawaiian shirt promo."
"It's only on
Fridays in the summer," she explained. "We all wear Hawaiian
shirts on summer Fridays so we give our guests a coffee cake if they join
I asked Mitch,
"How come you're not wearing a Hawaiian shirt?"
waiting rooms I've visited have been trash strewn purgatories where
anxiety-laden loved ones await news of patients' surgical outcomes.
male long-time colleague told me this in response to my complaint about
another male colleague who kept interrupting me in meetings and hijacking
"I wish you'd said something
hotel gift shop clerk was chatting with a co-worker when I brought my
items to her. She rang them up while she continued chatting without any
eye contact or acknowledgement of me.
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you have information or knowledge that other people seek, then this new
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