Give Thanks

10 Simple and Easy Ways to Give Thanks for Your Employees

In the spirit of today’s Thanksgiving holiday in the United States, I thought I’d share ten simple and easy ways to tell your employees “thank you.” Telling an employee “thank you” is one of the simplest and most powerful ways to build trust, yet it doesn’t happen near enough in the workplace. Whenever I conduct trust…

Our Greatest Human Need…To Be Understood and Appreciated

I was at a conference last weekend and the facilitator assigned the table groups a topic to discuss. After the discussion a person from each table stood up and gave a brief report on group’s conversation. A very accomplished friend and colleague of mine presented for our table group and when she sat down the…

Not All Goals Are Created Equal

I’ve just returned from the 5th International Conference on Self-Determination Theory.  The remarkable and often mind-blowing research on motivation that was shared and debated by 500 scholars from more than 38 countries will be impacting our world over the coming years.  But there are also little tidbits you can put into application immediately. For example, even…

The High Price of Perceived Unfairness—a mini case study

Alexa has been with a global telecommunications company for 15 years, most recently as an upper mid-level leader in the company’s consumer products division. Alexa took her current post in 2010.  That year she led her group to earn Best Retail Operation for the region, going from worst-to-first in a single year.  Along with a…

3 simple ways to create a stronger team and build customer loyalty

With all of the changes going on in the airline industry over the last few years, it has definitely been more the exception rather than the rule when getting great service while traveling.  However, I had a pleasant surprise a few months ago while traveling back home on United Airlines. Once everyone had boarded the…

Give the Gift of PEACE: A 5-step reminder for the holiday season!

Are you working to create lasting memories this holiday season? Stop and think for a minute, how are YOU feeling right now? Stressed? Anxious? Happy? Sad?  How are other people around you feeling? What does the average customer feel like now? Typically this time of year people are feeling more emotional than usual. This is…

Customer Service–3 ways to make someone’s holiday a little brighter!

As we enter into the holiday season, I always remind myself to try and be on my best behavior and keep my patience while out doing my holiday shopping.  So when I read the story about the New York City police officer who used his own money to buy a homeless man a pair of…

“Be the change” you want to see in your customer service people: 5 ways to get started

In a recent Legendary Service course, one of my participants—we’ll call him Chad—wondered aloud if leaders ever adhered to the same standards they continually ask of their service providers. When asked for an example of what he meant by this, he said, “Well … we are asked to acknowledge the customer, get details about the…