Tag Archives: laugh and learn

Three Things About People that Scare Me

As I travel around the world, I am afforded many opportunities to observe human behavior.  Mostly, I enjoy people.  However, there are three developing trends that I have witnessed over the last twenty years that scare the bejesus out of … Continue reading

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Tip the Band

Most of my time is spent immersed in one of two distinctly different environments.  Either I am in front of hundreds of people who expect me to enlighten and entertain them, or I am alone.  The latter state is far … Continue reading

Posted in Leadership, The Power Of Understanding People | Tagged , , , , , | 3 Comments

Being Courteous Isn’t Enough: Four Simple Secrets to Creating Long Term Customer Relationships

Last month, my lovely bride and I moved.  When you move into a new home, you have a concentrated opportunity to experience service scenarios.  During the first month at your new location, you will interact with a wide variety of … Continue reading

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Four Forgotten Elements of Customer Service Recovery

No matter how committed your organization is to service excellence and the customer experience, you will miss the mark on occasion.  I remember many a heated conversation between the executive team of a former employer over the notion of a … Continue reading

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Finding Mindfulness in Packing Tape

Rivaled only by childbirth (so I am told) and buying a car, I don’t know of many life experiences that combine so much joy with so much pain as moving into a new home.  We have done it seven times, … Continue reading

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Seven “Easy” Tips to Improve Your Public Speaking

When it comes to public speaking, nothing is easy.  I have done over 100 events each year for 20 years, and before starting the Leadership Difference, I was responsible for training and development for two major companies.  Before my career … Continue reading

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