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Communication

What's the true cost of poor customer service? If you’re looking for some equation to help determine how much you’re losing by poor customer service - good luck.  In fact - if anyone spouts out a magic equation that gives you the answer to how much...

In case you didn’t hear - Target recently announced they’ll be ceasing operations in Canada.  What looked good on paper turned into a multi-year, multi-billion dollar loss.  This begs the question - why did Target Canada  #fail? Look no further than the feedback from #TargetCanada employees...

And they say breaking up is hard to do. Try asking for feedback. Asking for feedback can be scary. What if they don’t like me? What if I don’t know what I am doing? Giving feedback can also make many uneasy. What if I say the...

Communication. It’s the key to any successful relationship – whether personal or professional. Our communication style - how we communicate - has an impact on our success. The ability to clearly communicate expectations and flex your communication style so that you are understood by others is...

Leading change isn’t easy! "Begin with the end in mind." - Stephen Covey Leading change requires the right skills, attitude, and time commitment to be a change champion. Change leadership requires certain behaviors and actions. When I’m asked to help organizations lead change, I often begin with...

A dear family friend has an expression - ‘My money is no gift.’ I laugh - but it’s true.  I work hard to earn my money. That’s what makes bad customer service experiences even that much harder. I don’t just give it away. I choose to...

You’ve likely had a few bad customer service experiences.  Irritating is sometimes the only way to describe them. But what you may not have considered is what lead to that  bad customer service experience. I just had a real life bad customer service experience that reminded...

Last Thursday a military judge reprimanded a General in response to the sexual misconduct case making headlines over the last few weeks.  No jail time was handed down.  Some commented on how it was a slap on the wrist,  perpetuating the views held by some,...