Is your IT department costing you money and customers?
I set up a new account at my bank, which meant I needed to create a new online user name, password, etc. The setup email said to put a “9″ in front of my tax ID number on the online banking screen. I...
View ArticleDon’t focus on reaching your goals
Traditional advice is to set stretch goals, a tad beyond what you believe you can achieve, then celebrate when you’ve achieved them. I have a different perspective. Don’t focus on if you achieve them....
View ArticleThe Honesty Continuum
Since you were a tyke, you’ve oft heard the adage, “Honesty is the best policy.” But then your best friend got mad after you told her the boy she had a crush on told you he didn’t like her. You lost...
View ArticleSimple gestures can make a customer go “wow”
In Cape Town, the Stonehurst Guest House provides simple, clean lodging in a lovely Victorian home with a central courtyard. The owner, Jan, is a kind artist who has run the inn for 30 years. Dan, the...
View ArticleHow to get exemplary service
My South African friends kept complaining about how bad service is in their country. They shared several examples to which I said, “I’ve had similar experiences in various countries. But I’ve also had...
View ArticleSingapore HR Summit
I was delighted to speak on “Effectively Growing Your Key Talent” at the Singapore HR Summit. One session had about 800 smart, interesting HR professionals. I look forward to the next time I’m invited...
View ArticleTrying to be the smartest in the room shows you’re not
Recently I spent a few days with a young, bright woman. But her constant attempts to prove she was the smartest person in the room backfired. The more she tried to one-up others, the less smart she was...
View ArticleGet your copy of best practices white paper
I was asked to contribute to SupportIndustry.com’s best practice white paper, “2013 Agent Playbook: Best Practices For Optimal Performance.” If you’d like to have a copy, just email me. (My...
View ArticleGetting while giving
When we do activities that others may see as altruistic, we typically get back at least as much, usually more, than we give. I noticed this during my recent visits to Thai and Cambodian orphanages and...
View ArticleImproving your organization’s reputation
When you know your organization has a reputation for poor service, you need to double your efforts not to perpetuate that impression. When it’s a for-profit company, you can easily lose customers as...
View ArticleCommon sense is hard to learn
My friend arrived at the store to pick up the donated gift card for the high school fundraiser. When she announced herself at the customer service desk, she was greeted with “I’d like to shoot the...
View ArticleThe benefits of intentional chaos
Most people loathe chaos. It causes them a lot of stress. They don’t know where to start to create order. They feel overwhelmed and disoriented. Nothing seems familiar. So why would one create chaos...
View ArticleSpinach in your teeth
What do you call someone who tells you that you have spinach in teeth? A friend! Do you have a mentor or savvy friend who tells you when you have the equivalent of spinach in teeth for your behaviors...
View ArticleIs your self-reliance dooming you?
A pal has been a supervisor at our local hardware store for 8 years. He recently shared a story about Eric, the new general manager — someone who’d never worked in a hardware store and was hired about...
View ArticleDo you create your own stress?
“I hate my mailman!” my friend exclaimed. “Why?” “Because I was expecting an important package and he just left me a notice in my mailbox. In fact, I saw him earlier in the day in another part of the...
View ArticleHow long will you tolerate dysfunctional behavior?
I heard a story recently about an executive displaying highly dysfunctional behavior. She is high enough in the organization to get away with not being disciplined or fired. But she’s not emotionally...
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Been inspired lately?
Lisa (in purple) helped start the savings group A few weeks ago I visited some projects our Together We Can Change the World foundation supports with SE Asian disadvantaged women and children in...
View ArticleTravel Angels Redux
A few years ago, I wrote another piece about travel angels. What are they? When I travel, especially abroad, I am touched by the kindness of others. I call them my travel angels. We had many in our...
View ArticleAre you being helpful — or hurtful?
Sometimes our friends and colleagues ask us for feedback. Other times we think our feedback will help them see a blind spot that we think they should know. But no matter if the input is asked for or...
View ArticleThe longing for connection
I believe a fundamental human longing is for connection. Most of us do that through friends and family, and sometimes we look for connection through brief interactions with strangers. I guess I was...
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