The holiday season is now underway with service excellence in the spotlight in a bigger way than all other times of the year. And one of the biggest challenges in providing excellent service is when things go wrong and those we serve become different people, sometimes horrible people. With a little care and concern, service … Continue reading Six Tips for Dealing With Difficult Service Situations

In the USA, the Thanksgiving holiday is in a few days. This is a traditional time where families and friends gather to count blessings and thank those who have been helpful and supportive. This gracious time is a very humbling yet satisfying period where most of us find our souls and allow ourselves to ponder … Continue reading How to make gratitude the lifestyle of your workplace.

When I first received Karen Martin’s book, Clarity First, I thumbed through it and thought it was going to be a chore to get through. My cursory thumbing only seemed to reveal what, on first appearances, looked like a very technical, overly business-y tome. Boy was I wrong. This book proved to be one of … Continue reading Karen Martin’s Clarity First: a book review

According to Christine Porath in a Georgetown University study, in 2016, 62% of employees were treated rudely at work at least once a month, a tendency that has grown steadily since the study began in 1998 where the number was 49%. What this means to business is this – if the trend continues unabated, every … Continue reading Ten ways to create a more civil workplace.