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Smart Communications: The Complete Series

As the country adjusted to a "new normal" during the public health crisis, it became clear just how important it would be to find a way to stay connected when...

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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...
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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...
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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...
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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...
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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...
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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...
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(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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Take Your Summer Vacation!

Recently, I visited the Watertown Convention and Visitors Bureau in Watertown, South Dakota. I always love speaking to a group whose job it is to deliver a memorable experience to visitors and vacationers - they're always up for a fun conversation! This trip, I spoke with Julie Knutson, Executive Director...
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Thinking With Your Heart

While keynoting an event in Pennsylvania this week, I had the privilege of witnessing a selfless act of giving. I spoke to the Pennsylvania Association of Intermediate Units. Now, it's less important that you know what the PIAU does (it's an association of the organizations that service schools around Pennsylvania) and...