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

How many times have you sat through meetings where discussions got off track, tempers flared, and the meeting ran longer than scheduled?...

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

More and more, the first round of job interviews and initial new client meetings are being conducted virtually via Skype, Google...

I  know I’m lagging behind the trend, but I’ve finally gotten around to reading Marie Kondo’s book, “The Life-Changing Magic of Tidying...

Many people underestimate the power of words to create their reality and to impact the reality of others. Think about it. Remember the...

If you’re over 30, you’ve probably made the mistake of trying to dump everyone under 30-ish into the much maligned box called MILLENNIAL....

Most people don’t like to make New Year’s Resolutions because they don’t last much past the second week of January. However, this year, I...

The holiday season is a time when many people turn their attention to giving. Although this should be a joyful process, it is often one...

About a week ago, I was shopping in a retail client’s place of business doing some “recon” before preparing a customer service...

Some of you who follow me on Facebook or Twitter know that about a year or so ago, we got a new dog . . . Guinevere who is also known as...

The holiday season is a time when many people turn their attention to giving. Although this should be a joyful process, it is often one...

15 years ago, when we put a pool in our backyard, I had the unfortunate honor of being the only person home when they “turned over” the...

While the entire Texas coast is still trying to recover from Hurricane Harvey, many of my clients who were affected by the storm are...

As a communication fanatic, I may be biased, but I think it’s time people stop taking communication for granted and start adding up the...

As far as I’m concerned, communication is the key to success in everything we do. From our relationships to our work, communication is...

“I’ll start on Monday.” How many times have you heard someone say this or said it yourself? How many times has Monday come and gone...

When it comes to the words you choose, they can either be water or gasoline on the customer’s smoldering emotions. If you’d like to be a...

Some people mistakenly believe that if customers aren’t complaining, they must be happy. What they don’t realize is most unhappy...

Most companies talk a lot about the importance of customer service, but the actions of their employees don’t reflect that they value...