In today’s fast-changing and competitive environment, excellent customer service is not only nice but essential for success. In fact, the only way to differentiate yourself and to become less of a commodity in the marketplace is through outstanding customer service. The strategies for keeping customers for life can be honed down to some basic steps…
Recently, I gave a talk on Relationship Power at a big conference that required quite a bit of research prior hand and nuance during delivery. I needed to create a one-of-a-kind talk to specifically help two groups come together, develop empathy for each other and collaborate. As an outsider, you can’t wing this, or you’ll…
Only a life lived for others is a life worthwhile – Albert Einstein In a column for Success magazine (http://bit.ly/ZeyOzV) , John Maxwell shares a story about a picture of his son taken with Mother Teresa. Maxwell had sent him to India for a month so he could see the world as it was,…
In my workshops and training sessions over the last 20+ years on improving customer and workplace relationships I have found that there are 50 key ingredients that play a major factor in everything from employee engagement, leadership and team building to customer satisfaction, customer loyalty and sales. To establish excellent customer and workplace relationships and…
If you are trying to gain cooperation from your staff, persuade or influence a client or co-worker, close a sale, make the right impression, ace an interview, or convince an audience, you must first connect with them. Below is a checklist of the active ingredients in creating lasting connections. How many of these are you…
People are not necessarily difficult but different. In other words if someone sees things different than us we might think they are “difficult.” To deal with these “difficult” people follow these rules: Realize that people who are angry feel justified in their anger -Whether it’s a perception or reality there is “real” reason for their…
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…
I saw a LinkedIn group discussion in which the question was posed: Is Empathy Part of Leadership? I was surprised that the question was posed. I was more surprised by the responses. Folks in Management positions posed rhetoric masked in “never let them see you sweat” bravado. In his book, “Who’s Got Your Back”, Keith Ferrazzi proposes vulnerability as…
Since my introduction to type as a professional in 1992, knowledge about type has proven incredibly valuable in my home and work life. Using the multiple lenses of type (see Figure 1) my personality type code ENFJ, provides shorthand for capturing the following rich information.
Wouldn’t you agree that life is about quality connections? Our success, happiness, and well-being are largely the by products of our ability to get along well with others and cultivate positive relationships. Below is a checklist of the active ingredients in creating enduring connections. These are from the book, “Get Along with Anyone, Anytime, Anywhere…