I’ve recently been asked by several clients to deliver presentations to their organizations on the power of appreciation. It appears that companies are starting to realize more and more that a little appreciation can help to engage, RECOGNIZE, and encourage employees...
Every now and then, I read an inspirational article that demonstrates how great customer service is still possible. Once such recent news story was about Quicken Loans and how it sped to the top of its industry, led by exceptional customer service. (To read the full...
Lately, I’ve been asked this question frequently, especially during my customer service training classes. The answer to this question is a resounding, “Everyone impacts the customer experience.” I’ve always advocated the attitude that “everyone is your...
I’m a huge advocate of setting goals. And many companies, along with their individual departments, set new goals at the start of every year. But some goals may actually be counterproductive. When goals are too narrow and inflexible, they may discourage your team...
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,...