Out with the old, in with the new. That seems to be the sentiment for New Year’s celebrations. But what is the new? What new thing are you going to do? What opportunities are out there for a new year? And maybe the best question is, what is out there that you have put off … Continue reading Get Going.

'Tis the season of giving, and although I love this season of the year, there is a problem. Why do we have a season for giving? Giving is a fundamental human trait. It is one of our greatest powers. If we were not giving of our time, our skills, our wealth, our friendship, our love, … Continue reading ‘Tis the season. Let’s make it always the season.

What motivates employees? Short term? Money. Long term? Recognition. Life term? Meaning. Why? A business can give monetary benefits only so often—there’s a cost—and the good feeling coming from it is brief. Essentially, only good for a short-term boost. Recognition, on the other hand, can happen anytime—there’s no cost—and the good feeling from it can … Continue reading Motivation

What makes it hard for employees to deliver great service? Three things: 1) being marginalized and seen as a cost rather than an important part of the business, 2) mistreatment, whether by customers or management, and 3) being tied to scripts and rigid policies that don’t allow them to truly help. But there are ways … Continue reading Working with customers is hard work. You can make it easier.