What is the E-Zone? A subtle change you can make to your communication skills is to evaluate your energy level. I call it the E-Zone. Think about energy kind of like a heart monitor. There’s a range that’s acceptable, and you go up and down inside that range. The Susie Sunshines come to work and…

Scripting for superior communication means using the right words at the right time for a desired result. Avoid the robotic “Do you want fries with that?” Instead, put words together in a professional, classy way that communicates great service. Here’s an excerpt from my article on just how to do this. Scripting, an often-overlooked technique…

It’s so important to factor in body language when it comes to making a first impression. Before you open your mouth to speak, you
 have already delivered a message. The words you speak, intertwined with your body language, communicate whether you are approachable or unapproachable, and so much more. Here’s an excerpt on what to…

One area that receives the lowest scores when we conduct a guest encounter audit for a client is the lack of smooth transitions during the transaction. Imagine a track relay team: one runner has the baton. As he approaches the next runner, they stride in unison for several lengths. He then passes the baton without…

Here is a key sentiment on customer service: once you have set an expectation of a good experience, do not disappoint. Before making a presentation for nurses, I asked a critical care nurse what she wanted her staff to hear during my talk. She responded, “I want you to say, ‘One of your patients will…