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Mission Statements: Worthless or Worthwhile? The truth revealed.
Once again, it’s January: a time for New Year’s resolutions and goal setting. I’m a big proponent of goal setting. Not only do I teach it, but I also set goals myself. However, for goal setting to be effective, you must first set the big picture. In most companies,...
Are Good Manners a Thing of the Past?
It seems that every new generation gets further and further away from good etiquette. Are good manners no longer in vogue or perhaps I just have high expectations? Am I alone on this because I’m too focused on customer service as a profession? This past holiday...
Is Customer Service the New Marketing? The latest debate.
Is customer service the new marketing? This question isn't just about the increasing importance of social media and customer reviews, or rising consumer disenchantment with traditional marketing. For some, it's about making the decision between long-term reputation...
TIP 30: Don’t Update Your Skills—Ever.
The more you know, the more you’re expected to do. Negative Ned Says... “I got the job, so that must mean they’re happy with me as I am. What’s the point in learning anything new? If it ain’t broke, don’t fix it. I got hired to work here because I know my stuff. So...
TIP 29: Be Obvious if You Don’t Like the Way Someone Looks.
Your just being honest, right? Negative Ned Says... “Okay, so I may not actually say anything negative directly to you, but oh, I’ll let you know that I don’t like how you look. Either I’ll talk down to you, or I’ll roll my eyes in disgust every now and again — or...
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