Behaviors speak louder than words—3 service reminders for leaders

I remember advice someone gave me when my kids were little, “Pay attention to your behaviors—because your kids are always watching you.” That has turned out to be very good advice over the years, and I find the same is true for leaders in organizations.  Managers can only get away with so much before their…

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…

Do your people have permission to cut up the watermelon? 3 strategies for empowering employees

I love being pleasantly surprised, especially when it comes to customer service experiences.  I had one of those experiences a couple of weeks ago when I was visiting my son at college.  Let me share what happened and what I learned about the impact of empowerment as a result. My son goes to school in…

Got a new employee? 3 ways to show you care

When I was 16 years old, my first job was serving ice cream at a Baskin-Robbins store.  Not only did I love ice cream, but I was very social and felt that this job suited me very well since I loved talking to people. Unfortunately, I think I’m still trying to lose those extra ice…

There’s more than just wild animals to check out at the San Diego Zoo

When my husband came home and informed me that his company party was at the zoo this year, I had mixed feelings.  In one way, it would be nice to visit the world-famous San Diego zoo (and not have to pay for it!) but it’s been so hot recently that the idea of walking around…

Service above self: What leaders can learn from “The Giving Tree”

One of my favorite books of all time is the children’s book, The Giving Tree by Shel Silverstein.  In short, the book is about the relationship between a boy and a tree.  Throughout the boy’s life, the tree offers whatever it can to make the boy happy—to swing from its branches, to pick and eat,…