Archive for September, 2008

It had been a while since I had spoken to my friend. He feels called to embark on a new learning and discovery journey. Everything’s pointing him in that direction but it is a big step and he is cautiously concerned. In talking with him, it was obvious to me intuitively and also practically that this [...]

When we’re in the zone, enthused and energized we can feel like Leo DiCaprio in Titanic “I’m the … King of the World!” We feel we can help our people, motivate them to be better at what they do. We want to share, make a positive difference in their attitude.  But what if they don’t want to [...]

What is it we are searching for when we visit a spa? Isn’t it some sort of “experience”? Relaxation, upliftment, solace, the big exhale! A qualitative something.  I love the spa experience and the possibilities for transformation such environments hold. But contrary to what one might expect, spas do not always offer extraordinary customer service.  I have to confess this occupies my [...]

We asked a group of customer service reps to choose what training area they needed help with to take their work from good to great. Was it Stress Management? Communication Skills? Time Management? Most CSRs chose “Handling Upset Customers” as their top training need. Managers were surprised — they did not perceive many of their customers ever being truly [...]