It is time to be grateful, not for “things,” but for “times.”

I got up late this morning, and getting up late often makes me feel a little bad, not guilty, just that slump you get from regret. Regret for missing the early-morning quiet, the beauty of a cool low sun, the undisturbed time to read, and the lovely chorus of the birds. The great thing in … Continue reading It is time to be grateful, not for “things,” but for “times.”

Stop training what to do and try training what to think. Your customers will thank you.

I heard this quote in a podcast recently, “We spend too much time teaching people what to do and not enough teaching them how to think,” and I couldn’t agree more when it comes to workplace training and, more specifically, how we try to improve customer service and experience. In fact, the training in most … Continue reading Stop training what to do and try training what to think. Your customers will thank you.

Here is what you must do to provide outstanding service. I guarantee it isn’t what you might think.

A friend asked me what the employees of his business needed to do to deliver amazing service. Without so much as a blink, I responded, “You have to care.” “Is that it?” he asked. “Yep, that’s it. But it means more than you think.” I went on to explain that his employees and everyone else … Continue reading Here is what you must do to provide outstanding service. I guarantee it isn’t what you might think.

Worker shortage? It’s been a long time coming and maybe it’s for the best.

Worker shortage? Why? Did anyone consider that maybe 2020 was a wake-up call for many who are tired of working hard to enrich and make life better for someone else especially when they know the company makes millions or billions and the CEO makes 300 times their wage? Now I know that most businesses are … Continue reading Worker shortage? It’s been a long time coming and maybe it’s for the best.

Bandages will not create better experiences. Here is what will.

Racism (and all manner of other “-isms” that label people as lower than others) has been a scourge on our world for possibly as long as we’ve inhabited the planet. It is unfortunate that this misguided and, most times, ignorant mindset is still a blight to us in the 21st century. However, it is, unfortunately, … Continue reading Bandages will not create better experiences. Here is what will.

The one thing you must do to be a people business.

The importance of people to a business cannot be understated. I know that sounds incredibly obvious, yet, how many businesses lose sight of people? Have you ever had an experience where you felt like a number? Call your local internet provider or cable service or, well, name almost any business. The first thing they ask … Continue reading The one thing you must do to be a people business.