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Dealing with Angry Customers
Nobody wants them, yet we all have them: angry customers. It doesn’t matter what position you hold in the office, knowing how to handle the dissatisfied consumer is crucial. Let’s take a look at the twelve steps to best handle the angry customer you're sure to encounter someday. 1. Stay...
Creating Fun in the Workplace
How do you create fun in the workplace? When it comes to a business environment, fun is a relative term. You might be part of a team where boisterous laughter or lots of teasing is appropriate while other industries may require a very serious environment. Some places might even fool...
Attitude, Initiative and Engagement
There are three facets of workplace participation that can make all the difference in productivity and results: attitude, initiative and engagement. These characteristics may come naturally to some, but often they must be cultivated in a workplace. Here's an excerpt from my article on the subject; use the links below...
Winning Back Guests You’ve Lost
Winning back guests you have lost is not an issue people like to talk about, but it is a necessary topic in staff development. What skills do your team members need in order to thwart a customer defection? It begins with being totally present in the encounter in order to...
Teamwork Essentials
If you are a member of a team, working with your team is essential. Team building is one of the most frequently requested topics in my work with organizations. I always ask the client to first reflect on what teamwork means in his or her environment. Does it mean that...
On Consistency And Productivity
Does lack of consistency and low productivity impact your work environment? How? What tools have you tried to get back on track? During my days of managing others, there were three specific techniques I used to help people be more consistent and productive that are worthy of sharing. Weekly meetings...
Compliance and Accountability: Make it Known
What does a business that’s doing well have? What does the staff of a business need in order to be satisfied in their jobs? Because I’ve worked with hundreds of businesses over the course of my career, I have learned that businesses with strong compliance and accountability do well and...
The Appreciation Formula
When I was in my early 20s, I left a job solely because I felt undervalued and under-appreciated. When I look back on that experience, I realize that may not have been true. I probably needed a little maturity to understand what was really going on. Regardless, I left a...
(Re)Introducing Guest Encounters
It’s finally ready! Over the last several months, I've re-tooled my Guest Encounters services to make them easier than ever to put to use in your office, business or store. Now you can access this content online through a virtual, entirely customizable customer service and staff development e-learning tool. My...
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