We have all experienced this. We walk into the vacation rental, business or classroom and are met with a barrage of instructional signs. Signs are posted in the bathroom, kitchen and bedroom doors. We have plenty to learn, as the new member in the club, stable, office, classroom, time share or rental. As the leader… Read more about Too many signs
There are no missteps, arguments, confusion or wrong orders. Everyone has a role, played in unison with the rest of the team. This happens every night at Ryoko Sushi Bar in San Francisco. Their team is synchronized. You really don’t even notice it as a customer. That is why people are delighted. That is why… Read more about Unoticeable
I had called Nate to order t-shirts for a conference. I only needed two. I was told Nate was the man who could help. Nate was sad to inform me that they had a minimum order of ten. I had no need for ten. The conversation could have ended there. Nate had no obligation to… Read more about I can’t do that but I know someone who can
Receptionist, social media manager, gopher, artist and PR pro. This was all in a recent job posting I saw. The employer wanted it all. Could someone do all that? Yes. Do it all well? Probably not. A job posting like this says one thing. I don’t really know what they do. Do you lead? Take… Read more about They do all that?
Certain things spread rapidly among humans: rumors, bad news, accusations, scandals, bad attitudes. The list is long. You know what I’ve noticed about that list? It is full of laziness. It doesn’t take much energy or effort to join in, agree with, throw flames on or perpetuate. Moods are just as contagious. A whole atmosphere… Read more about The Power of Atmospheric Change
Have you had a conversation that went really well or an ask that was warmly received? I bet you used tact as part of your approach. You might not have even realized it. In connecting so much of the outcome involves the very first actions. Even before those actions we can prepare ourselves with a… Read more about It Takes Tact
This week I had a great customer service experience while arranging for my warranty covered notebook to be repaired. That is not what prompted this post though. The reason I am writing this resulted to from the response the rep gave to a question at the end of our online chat. I was a happy customer. My… Read more about No way to compliment
I wish that was the case when it came to big companies: Engage over interrupt. But unfortunately they still choose to interrupt us. I am a State Farm client. I chose them because my local agent Chris Nordyke is all about engagement. His company though is still stuck in interrupt mode sending me snail mail that… Read more about Engage and connect over interrupt, please!