Over the past week, the word “Accountability” has come up over and over again. First, it was a client who was looking for a customized...

Marcel Schwantes  posted a great story in INC., sharing some of Warren Buffet’s top leadership advice. One of the key points was: “Learn...

Last week, I wrote about how to respond when your customer service efforts fail. This week, I want to dig deeper and take a look at a...

No matter what business you’re in, there will be times when things go wrong when serving your customers. From forgetting to process an...

I have this little one-cup coffee maker that I use in the morning to make my coffee. Sometimes, I make it the “normal” way by adding the...

If you have a business, one of your top goals is probably customer retention, but guess what? Your employees are driving customers away...

I logged into my website today and realized I haven’t done a blog post since November 17. Some of you may have noticed and for others,...

We all know that 2020 has been a dumpster fire. However, for my family, that dumpster fire turned into a shitstorm with multiple dumpster...

When we want to communicate something to others, one of the most important decisions we have to make after deciding WHAT we want to...

One of the shortest words in the English language is also one of the hardest words to say for many people. NO! I’ve written blog posts in...

On June 30, just a few months into the Covid-19 pandemic, I received a call pleading for help for a dog someone had seen “dumped” from a...

Whether it’s being stuck at home day in and day out with your family, or frustration over trying to keep remote connections with your...

From facial expressions and body language, to our vocal qualities, clothes, and even how we use or misuse time, our nonverbal...

In difficult times like we’re all experiencing right now, the saying, “Hard times will always reveal true friends,” has never been more...

Data compiled in 2018 by the Radicati Group shows that there were about 124.5 billion business emails sent and received each day, while...

As you might imagine, the calendars of professional speakers and trainers around the country have basically “dried up” the past few...

No matter what business you’re in, there will be times when things go wrong when serving your customers. From forgetting to process an...

Like many of you, I’m working from home right now. Unlike many of you, I’ve worked from home (for the most part) for the past 20 years,...

Many businesses are in the position of having to replace employees who left during shut downs and aren’t coming back, while some whose...

In these stressful times, it can be easy to put your head down and focus so hard on dollars and cents and your bottom line, that you lose...