12 Weeks Without Applause:  7 Lessons Learned During the Stay-at-Home Order 

Anyone who performs their work in front of others where applause is customary after completion will understand this immediately. We thrive on strangers noticing us. Athletes, actors, entertainers, and speakers are all cut...

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Wrapped in Stillness: Song from Eric Dodge

Yesterday I offered a free chapter from my book Wrapped in Stillness: A Personal Retreat Guide. Imagine my delight when friend and country singer Eric Dodge wrote a heartfelt and meaningful song to accompany the book. Take slow deep breaths, maybe close your eyes and relax while you listen. Listen to...

Wrapped In Stillness: Access a Preview Chapter

Today, I’m sharing one of my favorite chapters in my book Wrapped in Stillness: A Personal Retreat Guide about finding closure and the progress that comes with it. I share a personal story about the family farm where I grew up and offer a few thoughtful questions for you to...

Hardier Than Brick

The windows of the old brick building stare blankly as the demolition crew does their work. The growls of diesel engines, the beeping of trucks in reverse, the shattering of glass, and the crashing of collapsing concrete and brick echo across the lot. That one there—on the second floor, southwest...

What? You Just Secret Shopped Us?

What? You just secret shoppped us? That was the response I received from the sales associate at The Crystal Bride dress store in Geneva, IL. Her reaction when she discovered I had completed an undercover customer service audit was a mixture of puzzlement, interest, and maybe a hint of concern....
What Does Customer Service Have in Common with a Car Wash?

What Does Customer Service Have in Common with a Car Wash?

One day, ensconced in my car on the conveyor belt of an automatic car wash, I noticed the sun play a trick through my windshield. The light refracted exactly right to create an amazing collage of blues, purples, and greens that mixed with the white, soapy bubbles. The image was...
Instagram Links

Instagram Links

Thanks for clicking through from Instagram! Here are the links from my most recent posts: Standing Ovation: How to Use a Prop the Right Way [podcast] On the Schmooze Episode 200 [podcast] Pandemic Predators: How travel companies take advantage [Article] 12 Weeks Without Applause [Blog Post] Reopening and Rage —...

You’re In! Thanks for Staying Subscribed

Thanks so much for deciding to stick with me and continue to receive my email newsletters. I do my best to make every issue valuable, packed with lessons and insights to help level-up your customer service delivery. Now that you've landed on my redesigned website, take a moment to look...