Invest in Rest: What Happened When I Took My Own Advice

While I was writing my latest book, Bust Out of Service Fatigue, I stumbled across something interesting after developing the chapter called “Invest in Rest.” Want to know what I...

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Bust Out of Service Fatigue: Invest in Rest

I know what you’re thinking: The concept of rest is a no-brainer when it comes to a book about service fatigue. If there’s one way to bust out once and for all, it makes sense to think the answer is simply to rest more. And sure, managing your rest— getting...
Book cover final BOSF

Busting Out in Real Life: How One City Reenergized Customer Service Delivery

When I started looking into the concept of Service Fatigue in early 2020, I had no idea a pandemic was on the way that would cause our capacity for excellent customer service delivery to plummet. Since then, I've been working through my Bust Out of Service Fatigue program and sharing...

Bust Out of Service Fatigue: Crave More Joy

Finding, creating, and craving joy in your work are essential parts of showing up as your best self and ensuring that teammates, customers, and stakeholders all get the most committed version of you in every interaction. And that's not just me saying it... Learn more with the Bust Out of...

Bust out of Service Fatigue: Build Better Boundaries

Let's talk boundaries: what they are, why they're important, and how they can help you and your team bust out of service fatigue once and for all. Boundaries are a hot topic right now, as we all learn more about how effective they are to maintain peace of mind....
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Bust Out of Service Fatigue: Armor Up to Bust Out

Watch an exclusive clip. Have you ever been on the receiving end of someone who needs to “vent”? How about a boss who explodes on you even when the issue at hand is not your fault? You know what I mean: the moment when a person needs to let out...
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Word Swap for Customer Success: Is it me? Am I the problem?

Word Swap is back, and you get to be the judge on this one! Do I have a reasonable complaint or am I expecting too much? Here’s the deal: A few weeks ago, I stopped into a local big box store's lawn and garden department. When I asked an employee...
May 2023 - Empowerment

Real Clients, Real Answers: Stop Second Guessing to Empower Your Team

This month, I want to share a question from a leader of a large health care organization. He asked, “How can get my staff to be more empowered to make decisions?”  As I always say – I don’t know the answer, but I do have the right questions. So I...
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Real Clients, Real Answers: Invest in Rest with a Quiet Hour

Over the last year, I have been talking a lot about how to “Bust Out of Service Fatigue,” and one of the 6 ways to bust out is to invest in rest. Last month I was giving a program on this topic and a participant approached me with a very...
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Real Clients, Real Answers: Face Phone Fear to Connect & Close

Two weeks ago, I talked with a recent program attendee in the technology field, providing amazing solutions to IT customers. He manages a team of people who must get on the phone to close sales. During our exploratory call he said, “I’ve got an issue with some of the team...