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.

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? 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.

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 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.

There has been a lot of worry about employee engagement and working from home. “How do we keep people working together as a team? How can we keep people from isolating themselves into their own little world?” These are questions I have heard over the last year and a half as companies have navigated a … Continue reading How to create a team with WIN

Recently, I had a problem with a package being delivered by FedEx. I ordered something that I needed for a client meeting and was given a delivery date seven days from the order. That was going to be perfect. The day before the scheduled delivery date, I received a text from FedEx announcing that I … Continue reading Great service starts with giving a sh!t. Really.

This cap is from LOVE YOUR NEIGHBOUR, a label from Switzerland that donates12% of their sales to the homeless. Have a look at their website loveyourneighbour.ch Love. “IT HAS NO PLACE IN BUSINESS.” I hear those sentiments often. But why? Is there some reason that emotion, one of the most fundamental aspects of being human, … Continue reading Love changes everything. Why not at work?

Imagine you are a business leader, and you go to a consultant to put together a team to come in and observe your operation, find areas for improvement, develop a plan, and help you implement it. You walk into the consultant’s office and go over your needs. The consultant offers you two options. “I have … Continue reading Questions to ask if you want to build a great workplace.

I remember once, when my son was a little guy, he told me he would get his mother a card for Mother’s Day. Then, on the day, he came up empty. My wife wasn’t upset but I was. I told him that this was one special day for his mother and taking some time out … Continue reading Are you and your business accountable? Here is a simple test.