During my years as a sales and marketing executive, I learned the importance of dealing with really angry customers. Several situations where customers’ problems had been avoided and/or mishandled — causing … Read the rest
There are various means of resolving workplace conflict, one of which is understanding generational differences. Generational Expert Chuck Underwood provided us with sage advice about the generational divide in three previous blogs.
Overcoming the Generational Divide in the Workplace — … Read the rest
“Death is a tough topic” is the opening line in my friend Jeanette Reese’s poignant essay “Final Lessons.” It focuses on a shattering, but eye-opening experience Jeanette had with her stepson, while her husband — the man they both … Read the rest
“Final Lessons” — by Jeanette Reese
Death is a tough topic. But knowing someone we love is going to die adds layers of words and emotions to the already complicated human task of communication. It is a time when feelings … Read the rest
We’ve all been there. We need to say something to someone — but we know that person really doesn’t want to hear it. So how do you plunge in — say what needs to be said without damaging your relationship? … Read the rest
I received terrific responses to my “Setting Expectations” blog last month and want to address the “how to” of meeting expectations this month.
When plans don’t go as expected, a negative reaction is normal. The discrepancy between expectations and results … Read the rest
What’s the true value of meeting and exceeding a customer’s expectations? It can be customer retention. Or it can be your job. Read on, for a true story that illustrates the point.
The phone call came while I was having … Read the rest
TEDx Midwest: The Walk From No To Yes
By William Ury
“I see humanity as we are all one family,” begins William Ury in his TEDx talk. Co-founder of Harvard’s Program on Negotiation, Ury believes that all of the earth’s … Read the rest
Tough talks can happen anywhere, whether they are planned or unexpected. At the office, perhaps at a board or tenants’ meeting. You are leading a group and you find yourself with a team member who is argumentative or pushy. If … Read the rest
Several recent blogs by marketing guru Seth Godin got me thinking about setting expectations. As we know, an expectation is something that we believe will happen. I have often found, however, when working with clients who are asked about an … Read the rest