Posts for May 2014

Customers Have the Last Word: 5 Reasons Customers Leave

Customer Stress 160x120Perception is Reality.  Are your customers perceiving excellent customer service? I have always found the saying “perception is reality” to be subtly profound. Not profound like a thought-provoking, life-changing revelation. But, profound in the sense that the essence of those three words explains so many things.

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May 27, 2014

How to Check Your Baggage

COW CS Blue ThumbServing others is a noble profession. Is that statement still true? With the popularity of British period dramas like, Downton Abbey, I find it interesting to ask people, "Which part of the stairs do you relate to, upstairs or downstairs?"  My follow-up question is usually, "Is that where you would chose to live?"  Surprisingly, opinions have been split fairly evenly.

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May 21, 2014

Guest Article - The 7 Proven Leadership Characteristics

Leadership 7 ThumbThe world is full of articles, books, manuals and courses on what it takes to be a great leader. So why do you need another one? With all of the hype around leadership and leadership attributes, sometimes it makes sense to get "back to basics" and really examine what, over three decades of hands-on experience, have shown us to be true.

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May 19, 2014

How to Avoid Employee Sidetracks

COW-coaching-thumbnail-goldWhen my business partner first read my script on avoiding employee sidetracks he said, "You could re-title this, "Avoiding your teenager's sidetracks."  There may be some parallels when it comes to confronting poor performance at work but let's hope your employees never find out what your teenager have mastered, how to push your buttons.

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May 14, 2014

Gays, Bullies & Racists: Just another Day at the Office in the Business Called the NFL

NFL Draft ThumbA few hours from now the NFL's first-year player draft is set to begin. This year an openly gay athlete will wait to hear his name called by the NFL commissioner.  His name is Michael Sam and these next days will be the longest of his life. Only 32 players will be selected in the first round, and odds are Michael Sam will not be one of them, but by Friday morning speculation will be rampant: What NFL team will be the first in history to roster an openly-gay player?

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May 8, 2014