Exceptional customer service is often about building relationship, building trust, making a real human connection, and playing the role of the “Director of First Impressions.” Memorable customer experiences happen when your employees bring their passion, personality and yes, their sense of humor along for the ride with every customer service interaction. Watch the video below…
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There are a host of reasons why young, new, or inexperienced employees don’t speak up. And when new employees don’t speak up, you potentially miss out on some incredibly innovative ideas, you run the risk of actively disengaging new employees, and even worse, creating a situation where you are putting them, or other employees’ in…
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Anticipating your customers’ needs is one of the most important things you can do to build trust and truly rock it with your customer service! Anticipating your customers’ questions, challenges and needs shows you are treating them like a partner. Anticipating your customers’ needs demonstrates thoughtfulness and attention to detail. Here is a simple example…
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Humor in the workplace isn’t just a “nice” thing to have. It’s not an optional perk in my books. Humor in the workplace truly is, I believe, one of the most undervalued, underappreciated and under-utilized resources that can make any workplace culture more healthier, happier, collaborative, and more innovative. Here are 30 reasons your workplace…
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If you want to create a happier, more resilient workplace then you need to relentlessly champion, celebrate and focus on the wins. A study of Olympic athletes shows this isn’t always easy to do – but to develop a growth mindset in your workplace culture, you need to focus on the wins and the gains,…
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Since the release of my latest book, The Jerk-Free Workplace: How You Can Take the Lead to Create a Happier, More Inspiring Workplace, the #1 question I have been asked is this: Is a jerk-free workplace realistic? Is it even possible? Of course it is! And given the enormous toll and costs associated with work…
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