Reality Check 2025: Stop Hitting Snooze on What Matters Most Welcome to 2025, where AI is taking over, but your printer still says ‘offline,  customer service is still an Olympic sport and your assumptions about how things should work are officially expired. Yep, it’s time for a Reality Check. This isn’t some polite nudge to…

In September, I asked you to share nominations of colleagues and coworkers who go Above & Beyond to provide excellent customer service. Celebrating Customer Service Week shouldn’t just be once per year, but if it helps your teams deliver unforgettable client experiences every single time, I’m more than happy to highlight this great work! And…

After re-reading my latest book, Bust Out of Service Fatigue, I was most struck by the chapter on leadership. I want to share a portion of the chapter and challenge you to think about what kind of leader you are and what example you’re setting for your team. Plus, get the top questions to ask…

It’s mid-year and I’m ready to help you level up your customer service game. While I’m on the road bringing my trainings and programs to teams across the country, you can get 24% off my virtual products and books, including the Bust Out of Service Fatigue toolkit. (Note: this excludes enterprise licensing!) This is the…

Although there are several factors that lead to service fatigue in individuals and across teams, an absence of confident and competent leadership might just be the single biggest contributor to this workplace epidemic. Think about it: Every aspect of your work life is dependent on how leadership, from the executive suite down to shift managers,…

The only thing that stays the same is that everything changes. Were truer words ever spoken? Change is inevitable in every aspect of your life, and your work is no exception. But most can agree that change is hard. At work, change that is poorly communicated, inefficient, or otherwise unreliable is especially exasperating. It’s understandable…

I know what you’re thinking: The concept of rest is a no-brainer when it comes to a book about service fatigue. If there’s one way to bust out once and for all, it makes sense to think the answer is simply to rest more. And sure, managing your rest— getting enough and of good quality—is…

Let’s talk boundaries: what they are, why they’re important, and how they can help you and your team bust out of service fatigue once and for all. Boundaries are a hot topic right now, as we all learn more about how effective they are to maintain peace of mind. It’s so important to your mental…