Author Archive

Each of us comes into our life with a set of skills, gifts and qualities unique and specific to us. All of us want to be successful. As I finished posting my recent article on success, I thought again about what it feels for me to be truly successful. And for me, that feeling is [...]

Being all things to all people … except perhaps your true Self to you. It’s part of every woman’s dilemma, and even more so now with so many choices, such an accelerated pace of life, so many expectations and opportunities. We hear our calling, the call of our purpose. We are mothers, lovers, partners, daughters, [...]

Today is Blog Action Day. A day to give back. Bloggers were asked to dedicate our articles to the issue of poverty. So instead of writing about customer service, training or success, today I’m doing my part to bring attention to this world-wide challenge. We are all incredibly rich in this country. Most of us have food and water and live [...]

Generally when we have an image of our success we think about money, paying bills easily, prestige, travel, maybe acquiring something we’ve wanted a long time. But in reality when we think about success and about these things we are after a feeling. That feeling is what we’re really going for. What’s the feeling you want to have when [...]

Tim Ferris’ recent blog entry  got my interest.  His statement ”The Sky is Falling” captures our current economic environment and makes me think about being grateful. Strange? Not really.   An attitude of gratitude is one of the greatest gifts we can give ourselves especially in difficult times. It’s really a matter of focus. Being grateful immediately shifts our awareness towards bigger, more [...]

As a trainer and motivator, I’m fascinated by the impact people have on their work environment, their peers, on those closest to them. This weekend I watched a bit of The Players Golf Championship. Beautiful day, great players but, frankly it was a bit … dare I say it? Boring.  I surprised myself saying “Ohh, no [...]

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 [...]