While living our own busy lives, we seldom take the time to think about what we should be thankful for. We tend to focus on what we don’t have instead of the good things in our lives.
They didn’t listen to a single word I said. Nothing from them ever arrives on time. It’s so hard to deal with them; I can never talk to a real person. Providing great customer service is not only critical in today’s connected world it is mandatory. A Customer Experience Impact Report conducted by Oracle showed that 86% of customers are
In the physical world, friction allows us to accomplish many everyday tasks: running, driving a car up a hill, even sitting on a chair. It’s a necessary part of our lives. But when we think of friction among people, most of us have learned to think of it as a negative force, a clash of wills or opinions that makes
During a play in New York City about gang violence, a cell phone rang in the audience. Thoughtlessly, the man answered it. He was hunched over talking when one of the actors walked over, pointed the prop gun at him and said, “Give me the phone!” Sheepishly the man handed it over. The audience erupted in applause.
A business owner I’d worked with years ago called me last week, his business has been going downhill for years. When he purchased the then profitable business from his father, there were 25 employees and the future was bright. Today, he has two employees and is on the verge of closing the doors. He was looking for ideas on what
I watched a couple training videos this week. The phrase “It never gets easier, you just get better,” was repeated over and over. No matter what you are trying to improve, this is a great mantra. It’s all about change, taking risks, adapting to changing conditions and staying on top of your game. It’s about pushing yourself to achieve ever
Bill Gates is often credited with the quote, “I will always choose a lazy person to do a difficult job because a lazy person will find an easy way to do it.” It’s a great quote, but it came from Frank B. Gilbreth Sr. He studied the best and poorest bricklayers and stumbled on an astonishing fact; he could learn
In the past, word of mouth and referrals had kept JoAnn’s company busy. But the market was changing with new technology and growing competition. Sales were starting to slump. JoAnn knew something had to be done, but she lacked confidence in her own judgment. She felt ineffective discussing sales with customers. When she talked to a business mentor about her