It’s Not Their Fault (May 2019)

The Customer Service Agent is Beleaguered – And It’s Not THEIR Fault Last week Shep Hyken, a friend, author, and noted customer service speaker, wrote The Customer Is Angry – And, It’s Not Your Fault (you can follow the link …

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Buckle Down (February 2019)

Sometimes accomplishing a goal takes more effort than you’re accustomed to putting in. No matter how hard you might be working, there are times when you realize that the current level of effort isn’t quite enough and you just have …

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Boat Anchors (January 2019)

Several years ago, we were vacationing in Florida and I rented a power boat for a few hours. I suppose my boating skills were a little rusty and I was definitely in unfamiliar waters. As we cruised up to a …

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Random Questions (November 2018)

I don’t often write these newsletters as lists but I had some questions swirling around in my head the other morning so I thought I would take the opportunity to share them with my readers. Ask yourself, are my employees …

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