I was a senior in high school, and I arrived at school at the main entrance. Little did I know that my weakness would soon set me up for failure. I noticed people were wearing black arm bands. I asked a friend, “What’s up?” He said, “I don’t know but everybody is doing it.” The […]

What place do emotions have in the workplace? What role do they serve? What benefits (if any) do they bring? I hear these questions often, and I can completely empathize with the efforts to deal with this side of people in the appropriate way. In personal settings, feelings can be a sensitive subject; for this reason, […]

How good or bad is the customer service you receive? I know it depends on the company and even the person. Yet, overall, how would you rate the customer service delivered by the companies you encounter? Check out these statistics from research on what’s happening. Then give a rating… 50% of service agents fail to answer […]

Many leaders today say one thing and do another. They focus on their needs and not that of their team. Here is wisdom that shows us a better way-leading by example. “The deeds you do may be the only sermon some persons will hear today”  Francis of Assisi “What you are speaks so loudly, I […]

Leaders can prevent a career disaster by avoiding the enemies that cause it. First, he or she has to pay attention to the signs and then reform. We have all seen too many high-profile leaders in a mix of venues fall from grace in a subsequent media circus. In similar cases managers throughout an organization meet […]

Think of the worst supervisor or a bad boss you had. Chances are someone comes immediately to mind. Why do you consider this person “the worst?” How did he or she act? How did this bad boss’s approach affect your attitude and work effort? Did this person influence you to do your best? Now, think […]

Few people talk about receiving outstanding service. Few companies deliver what I call Moments of Magnificence to customers. It shouldn’t be that way. It doesn’t have to be that way. The State of Customer Service in the Marketplace The drive to improve customer loyalty has received an unprecedented amount of attention by companies worldwide. The […]

Want a high performing team? At least 60% of team’s fail with many more enduring rocky paths. Children stories of Frog and Toad are the creation of Arnold Lobel. Frog often comes up with exciting new ideas for his friends to try such as sledding, swimming, or telling scary stories. And just as often, Toad’s […]

Not many people go home at night and enthusiastically yell to their family as they walk in the door, “Want to know what people think of me at work? I am a puke, a slug, and my boss will fire me by noon tomorrow!” Few people show up at work wanting to fail. I am […]