“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...

Gossip is one of the many things that can lower workplace productivity. It can also create an environment of mistrust and can damage...

This week, I thought I'd share a short video with you on the power of positive phrasing. It's based on a segment in my "Customer Service...

My response? “Hell no you can’t give me feedback on my photo!” Okay, that’s not really what happened. However, I will admit, that was my...

When you read what the most dangerous word in the world is, I’ll bet you’ll be surprised. When you saw the subject of this email, you...

Like many of you, I hate losing. When I was a child, I cried when I didn’t win a game. As an adult, I don’t like buying raffle tickets or...

In my 22 years in the training and speaking business, I've presented A LOT of customer service and customer communication programs. In...

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...

The other morning I was up early and hoping to catch some cute video of the 10 foster puppies who currently reside in my dining room, of...

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

This encounter reminded me of two very important lessons about communication specific to HOW we ask questions. First, that past...

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

I realized recently that I used to do a lot better staying in touch, of keeping the lines of communication open with family members as...

I thought I'd do something fun this week instead of a regular written blog and that's to give you the listening quiz I give in many of my...

Listening is one of our most important communication skills, but also the one we spend the least amount of time developing. Think about...

Last week, I shared the high cost of poor listening. Although most of the time our poor listening isn’t an issue of life or death, we do...

"Hey, do you have time to talk?" "Do you have a minute, I have an idea I want to run by you?" How many times a day are you asked...

More than five million tourists visit the island each year, enjoying its distinctly beautiful beaches, mountains, and many cultural...

This incident has always stuck with me because it reminds me of the importance of looking at others and giving them your undivided...

As the new year approaches, if you’re like me, you’ve been thinking about the things you’d like to accomplish in 2017. Many of us make...