When You Should Say I'm Sorry Instead of Thanks

When you hurt someone’s feelings at work, it’s too easy to try and smooth it over with an attoboy or platitude.  But is that really a relationship booster or just a band aid? Most of my keynote talks are about how to create and maintain strong business relationships.  Most discussions focus on customer or teammate […]

The Human Touch Makes the Difference

Always render more and better service than is expected of you, no matter what your task may be.” – Og Mandino In the book, “It’s Not About the Coffee”, Howard Behar, the former president of Starbucks International, relates an observation during a store visit. A customer approached a barista and explained that he didn’t like […]

Dial Down the Overblown Ego

How often have you heard that our favorite topic is ourself? This is certainly true but a few people go overboard. We call them egocentric. At a neurotic level, they become narcissistic. This comes from the Greek character Narcissus who fell in love with his own reflection in a pool of water and remained there, […]

What Drives Leaders

I recently had the great pleasure of interviewing established business author Dan Pink. One of the questions I asked him was how important Empathy is to Leadership….to which he replied:  It’s hugely important. It’s very hard to lead without being able to see the world through the eyes of those your leading. That’s especially true […]

The New Hire — Doing It Right

Too many companies still insist on pumping their new hires full of product knowledge and then dumping them on unsuspecting prospects, fully expecting the new salesperson to sell up a storm. These “talking catalogues” start running around “telling” instead of “selling” and the expected storm decays to a light drizzle. The salespeople get depressed at […]