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Shake Your Brain: Don’t Dwell on the Difficult

In this episode, I invite the dynamic duo of Thom Singer and Eliz Greene. They both have an interesting background, which you can read on the show page, but the part...

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Make an effort to make an authentic connection.

Authentic Connecting, One Step at a Time

Connecting with others to build a relationship in business can oftentimes be difficult. Case in point: my high school job of making donuts at a grocery store. Every Saturday morning, I rose before the sun, arrived at the store, dropped dough balls into grease, then frosted them. Being genuinely happy...
What could you learn in Customer Service 101?

The Big Seven of Customer Service

A few years ago, I went to see the doctor. He said, “Laurie, I’ve got to ask you a question. How is it possible that a motivational speaker can have a weight problem?” I said, “Well, that’s easy. I see the golden arches, and I’m motivated to turn in.” I...
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Guest Encounters: Customer Service and Staff Development

This month, I'll begin sharing the tools and resources I've developed over 20 years of customer service training and public speaking. With over two dozen exercises and articles, the resulting book covers the two biggest parts of my work: customer service and staff development. Attendees at my events and training...
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Quick Six of Customer Service

Thanks for stopping by! I've been speaking to teams, companies and leaders for decades, and time and again, these are the most requested — and most helpful! — resources I share with anyone looking to improve their customer service game. I call it my Quick Six of Customer Service, and...
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12 Steps to 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.  Want this resource as a PDF? Get it here. I've included a training video on this topic at the bottom of the...
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What do customer service and an Olympic medalist have in common?

My wonderful client this week invited me to Lake Placid, NY for a celebration of a great healthcare team. I'll share about that experience in a future post. First, this very cool experience: When I pulled into town late on Tuesday night, I got my first glimpse of an Olympic...
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Celebrating 20 Years in Business

Where did the time go? I blinked, and it's been twenty years since I started my business as a professional speaker. On December 8th, I marked two decades of criss-crossing the country to speak to associations, businesses, organizations and more about customer service and team-building. It's been an amazing way...
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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...
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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...