Are your employees seen as trusted advisers in the eyes of your customers?  Imagine the value that perception would that bring your business. It is immeasurable.  If your customers do not see you and your employees as trusted advisers, how DO they see you?  Donna Greene, Executive VP of Human Resources at NextGen Healthcare, wants…

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Is it fair to say that all organizations need to be customer focused to be optimally successful? Is it also fair to claim that being customer focused is only going to become more important for business success? According to recent research by Kustomer, a CRM Platform organization, next to price, the quality of service is…

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Here is a silly question, do you experience stress in challenging situations? Of course, we all experience stress in challenging situations. Dealing with upset customers can be one of those we dread. Someone yelling at us can be disconcerting, stressful, and can feel like a personal attack. This can lead to fear and lack of…

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“A person’s name is to him or her the sweetest and most important sound in any language.” – Dale Carnegie Juliette in Shakespeare’s play Romeo and Juliette exclaimed, “What’s in a name? That which we call a rose / By Any Other Name would smell as sweet.” Clearly, she wanted to ignore Romeo’s family name…

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I’ve recently been receiving feedback from clients around soft skills training. In a perfect environment, soft skills training is critically important to engage customers, build relationships, close sales – all different reasons to have a high level of soft skills expertise. Think about what’s going in in our economy and across our country: everything’s changed,…

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Trust is Essential for Everyone’s Health Our bodies are miracles of self-regulation. For example, we know when we need water because we feel thirsty. Water is of course essential for good health and performance of all healthy bodily functions. The feeling of thirst motivates us to drink to keep us healthy. Without enough water, we…

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