We consistently face new and ever growing challenges in the workplace such as reorganizing, downsizing, and "left out sizing." We are faced with the question, "How do we lead in this storm of change?" It may seem difficult at times and the decisions we make define our short-term and long- term outcomes. I will share with you five leadership techniques guaranteed to keep you on track during these difficult times. 1. Integrity. I put this first...more
How many times have you heard something similar to this in a customer service situation? Customer: "Why don't you just do it this way, and it will take care of the situation." Customer Service Person: "I understand what you are saying, but we can to do it this way." Then the situation magically goes downhill from there and it is difficult to win back the customer. What Happened? The customer service person used the one word that has a powerful...more
Recently, a business associate, Mike, mentioned that he was doing a show at a local university and stopped by the faculty dining hall to get lunch. He said that, while waiting on line, the service was poor. The line moved slowly, the counterperson was disinterested in what she was doing and it showed. It was not a pleasant customer experience. It was Mike's turn to order and the counterperson continued to show her disinterest no eye contact, moving like it pained her, and no enthusiasm in her voice. Then when she finally looked up to give Mike his food, she noticed his nametag with his name and company. She realized that Mike worked for a bank where she just opened an account. Well, she turned into another person. She was excited when telling Mike about her excellent experience at his bank. In an instant she was vibrant, alert, smiling, and alive! The question is, "Why couldn't she behave that way whenever she interacts with a customer?" We can ask this question whenever we interact with people in customer service situations. In many situations, the persons serving us act like they are auditioning for the role of a zombie in the movie, "Dawn of the Dead." Whereas they can use...more
Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing that the restaurants in the area had much to desire as far as service I gave the students an extra fifteen minutes for lunch. Sure enough a group of four students came rushing into the classroom with their lunches in hand. They sincerely apologized and...more
Recently on the television reality show, The Apprentice, Donald Trump would give the ultimate winner the dream job of working for him, running one of his divisions and earning $250,000 per year. On the final episode, the choice came down to two candidates, Bill Rancic and Kwame Jackson, for the "ultimate" job. Both were very qualified. Bill Rancic...more
Recently, I was watching a rerun of the successful television show, The Cosby Show. The patriarch of this professional family (He is a doctor and his wife is a lawyer.) played by Bill Cosby, was just told by his college-bound daughter that the...more
One hot summer day my daughter and I ventured to our local craft store with one mission in mind - purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure. The store advertised...more
December is a month in which many organizations make plans for the coming year. Now is a great time for you to look at your marketing systems for attracting and retaining customers. Although front end systems such as advertising, public relations,...more
The notion that employers are only interested in where you have been and where you are heading is pure nonsense. Experienced hiring managers take into account both your experience and your character. After all, in the end, they are hiring a human...more
I wish you a Happy & Prosperous New Year!This PVT is short, with a few links to help you launch your new year.~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Can you answer these 10 questions to help you build your business dream?Listen to my...more
With interest rates at 40 year lows it seems difficult to find fixed income investments with high yields. Money Market funds are paying investors about 1.4% and Commercial Paper is only yielding 2.3%. For those willing to commit their capital for...more