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Five Years of The 10¢ Decision | Favorite Learnings and Lessons
It's hard to believe but August marks five years since the publication of my book The 10¢ Decision. Five years might sound like a long time, but the lessons and ideas in this book are evergreen. The book and lessons inside are full of ideas that are all about how...
Embrace Leadership: Revisiting Bust Out of Service Fatigue
https://youtu.be/n60Re7MQUe0 After re-reading my latest book, Bust Out of Service Fatigue, I was most struck by the chapter on leadership. I want to share a portion of the chapter and challenge you to think about what kind of leader you are and what example you're setting for your team. Plus,...
More in ’24: Save 24% On Trainings, Books and More
It's mid-year and I'm ready to help you level up your customer service game. While I'm on the road bringing my trainings and programs to teams across the country, you can get 24% off my virtual products and books, including the Bust Out of Service Fatigue toolkit. (Note: this excludes...
Bust Out Of Service Fatigue: Recapping Six Key Lessons
Over the last six months, I've been sharing Bust Out of Service Fatigue lessons each month. But for the last year, I've been sharing my newest keynote program and actionable solutions to teams and leaders across the country. And I've learned some interesting lessons of my own along the way....
Bust Out of Service Fatigue: Embrace Empowered Leadership
Although there are several factors that lead to service fatigue in individuals and across teams, an absence of confident and competent leadership might just be the single biggest contributor to this workplace epidemic. Think about it: Every aspect of your work life is dependent on how leadership, from the executive...
Bust Out of Service Fatigue: Coping With Change
https://youtu.be/jgu1gYZ6gYY The only thing that stays the same is that everything changes. Were truer words ever spoken? Change is inevitable in every aspect of your life, and your work is no exception. But most can agree that change is hard. At work, change that is poorly communicated, inefficient, or otherwise...
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 discovered? I realized wasn’t walking my talk. Rest isn’t just about sleeping enough or putting your feet up with a...
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...
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...
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