The number one most incorrect quote about customer service that is perpetuated time and again, is: “The Customer is Always Right.” WRONG!...

The other morning I was on the phone with a colleague and within about 90 seconds, I was reminded why I didn’t like him — It was his bad...

Many of the responses I heard surprised me. There was a lot of advice to “wait and see what happens,” “let it go,” and “rise above.” The...

That being said, I understand the simple act of flat out saying, “NO,” to another person carries with it a lot of emotional baggage both...

communication style quiz that helped them identify whether their primary communication style was passive, passive aggressive, aggressive,...

Everyone has a communication style when interacting with others. It is their primary, “go to” approach to dealing with situations. It’s...

For those who don’t know it, when I’m not training on communication, customer service, and working relationships, I foster animals for my...

I have a love/hate relationship with email. Clearly communicate their purpose Are concise Are formatted strategically Have subject lines...

The other day I was in my office finalizing a proposal I had to submit that day. I was tired, stressed, and had FINALLY gotten into the...

Most people would agree that conveying a sense of confidence at work is integral to making a good impression, communicating assertively,...

In last week’s post, Stop Criticizing and Start Giving the Gift of Performance Improvement Feedback, I discussed the evolution of...

Over the years, I’ve seen an evolution in terms used for negative feedback. A few years ago back I coined the phrase Performance...

As a trainer, I often get calls from leaders who want me to teach them how to “fix” employees, or worse, want me to “fix” their worst...

There are many aspects to preparing the next generation of leaders, but one of the most important, common denominators is developing...

I hate networking.  There, I said it. When I hear the word “networking” or someone mentions a “networking event” I have visions of...

As today is Veteran’s Day, I’ve been reflecting on the many benefits I gained in the form of skills I learned while serving in the...

I was facilitating a meeting of supervisors last week when one supervisor shared that an employee actually said, “Is that in my job...

“I’m sorry,” is one of the first things we’re taught to say when we’re children. However, something happens to us as we grow up that...

When customers are unhappy, they’re generally not on their best behavior. Unfortunately, no matter how much customers “push your buttons”...

Would you fly on a plane knowing that the maintenance crew and pilots were “sort of” trained, didn’t use checklists, and were allowed to...