Do you have a customer service mindset? 3 ways to find out

Here’s a little game for you. Finish the following phases: “Do unto others as you would have _____ ___ _____ ____.” (Yes, the Golden Rule) “Beauty is in the eyes of ____ _________.” “If it were me, this is what __ ______ ___.” I trust you were able to complete these very common sayings.  While…

The More You Give, The More You Get (A new strategy for performance management in 2013)

It’s that time of year when we get together, give gifts, and rekindle relationships with people we haven’t seen since last year.  No, no—not the holidays—I’m talking about the ongoing performance review season. For the past several weeks (and several weeks ahead for procrastinators) managers around the world have been meeting with their direct reports…

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…

Mindfulness at Work—3 ways to get started

Being aware of what is happening to you in the present moment without judgment or immediate reaction.  It sounds so simple.  The noticing and awareness part is one thing—but without judgment or immediate reaction?  This requires practice:  To notice when someone is pushing your button and take it in as information, but to not get…

How are you doing as a leader? 3 beliefs that might be holding you back

No one thinks they are bad at listening, receiving feedback, or any other common leadership mistake. That’s why self-awareness is so important for a leader explains Madeleine Blanchard, a master certified coach and co-founder of Coaching Services at The Ken Blanchard Companies. In Blanchard’s experience, all leaders can benefit from examining some of the mindsets…

Leverage the Gift of Diversity–4 ways to be a learner with everyone you meet

Trying to keep your internal (employees) and external customers coming back? Maybe it’s time to engage diversity, embrace new and innovative ideas from all of your customers, and be a learner with everyone you meet. Last week I was with a client teaching a session on the topic of Legendary Service.  There were people in…

Innovators—3 ways to invite others to your next big idea

Innovation requires passion.  It takes a lot of energy to develop an idea and implement it successfully in an organization.  Fortunately, innovators have passion in abundance. Innovation also requires collaboration.  Very few ideas can be successfully implemented without the cooperation and buy-in of others.  Unfortunately, innovators often struggle in this area–especially if they fall in…

3 tips for better listening—and the one attitude that makes all the difference

Good listening skills are essential to any manager’s success—but sometimes it’s hard to find the time in today’s frantic work environment.  As a result, it’s easy to fall into a habit of listening to a direct report just long enough to offer advice or solve a problem. This might keep the line moving, but it…