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A person’s name is the most beautiful sound in any language. Using someone’s name is guaranteed to get their attention, and help you...

You know that moment when employees show up at your door and say, “Hey, boss we have a problem. ” I think you have two choices: 1. You...

Why you should use empathy statements when dealing with upset customers. For the last two years, I have been an avid user of an exercise...

A client met a man at a business mixer; they exchanged names, she asked a few questions, then, after a few minutes of talking, she could...

Companies seem to love meetings, drawn to them like moths to the light. Cheryl was a manager about to lead a sales meeting and her body...

An auto insurance company contacted me to request some help. According to management, the marketing department had done a nice job, foot...

Why customer service should use empathy, even when they don’t have any? It was one of those days; I was in Hartford conducting a...

As the bus pulled out of the airport, en route to the car rental center, I turned to my neighbor and struck up a conversation. Yes, I am...

Leadership is action, not position Donald H McGannon I worked with two managers from the same company. Let's call them Bill and Dave. ...

Do not squander time, for that is the stuff that life is made of. Benjamin Franklin “Don’t bother asking for an hour, no one gets an...

Keeping your clothes well pressed will keep you from looking hard pressed.” Coleman Cox My wife and I were waiting to board a flight when...