Change is constant. Whether it’s a shift in your organization or the need to adapt to the ever-changing world around you, change is...

Many people define empathy as the ability to step into someone else's shoes. However as a leader, it's more than that. It is the things...

The world has become a digital marketplace, and businesses must keep up with changing customer expectations if they want to compete with...

Let’s face it, being a leader is challenging. Most of us never anticipate when we take on a leadership role the amount of time we’ll...

#As I was sitting here today planning this week’s blog post, I realized that this week is the 11th anniversary of my Performance...

A while back, I was shopping in a retail client’s place of business doing some “recon” before preparing a customer communication program...

No matter how hard you try to prevent unhappy customers, there are always going to be times when customers are unhappy with a product or...

As an avid animal rescuer, I’d rather wrangle a feral cat or deal with an aggressive dog than to face an angry human. Unfortunately, it’s...

Most people don’t like to make New Year’s Resolutions because they don’t last much past January 10th. However, this year, I challenge you...

Several years ago, I mentioned to a friend that I couldn’t stand receiving certain holiday letters because of the things people write in...

Tis the season for holiday events including those at work and in your professional organizations. The office party can be a great time to...

The holiday season is upon us and even though it’s relatively early, you might already be feeling stressed out, worried, and wishing it...

I thought I’d get a jump-start on holiday-themed blogs this year so we can all be prepared for finding the joy in what can sometimes be a...

Since Thanksgiving a few weeks away, I was thinking about how infrequently we give thanks to the people in our lives. For many families...

Imagine being in the pre-op ward of a hospital and you’re getting ready to have a major surgery. Your surgeon comes by and you ask, “So...

As many of you may know, I’m the founder and president of a nonprofit, animal-rescue organization. I started Starlight Outreach and...

If your plate is overflowing and you struggle to let go of the things on your to-do list, you need to watch this quick, 15-minute...

I created this video at the beginning of the year to share some quick tips for providing great customer service during challenging times....

Whether it’s an email received after a workshop or the line of people waiting to ask that burning question after a conference session,...

I wrote this post in March 2020 thinking, like many of you, that “leading from home” would be a short-term thing. Despite the fact that...