December 2016

The Difference Between Management and Leadership

Is there a difference between Management? and…Leadership? YES! This week I want to talk about the vast difference between Management and Leadership…because a lot of people think they mean the same thing. They don’t. I was doing Q & A for a large association in Miami this week and I thought leaders would want to spout off about it…but the majority of the discussion came from employees and staff. Non-managers see it this way. We HAVE to do what management says…but we WANT to do what leadership says.

How to Master Your Craft

I know you’re probably really good at something. But are you a master? Do you want to achieve Mastery? Good because I want to talk about how to become a Master of your Craft. A friend of mine is Mike Neun, Mike was a valuable mentor who helped me learn MY craft. What I love about Mike is that he doesn’t just pursue what he finds interesting….he sets out to master that interest. Last week Mike told me about a book by Robert Greene titled Mastery.

The Pow Wow Effect on Customer Service

I’ve got a totally fresh approach for teaching customer service. I’ve actually invented a bulletproof way for your entire team – from the entry level on up – to instantly start improving your customer experience. A bold statement, right? Well, I’ve written and produced (14) HR training films on this subject and written books on Customer Empathy and Customer Urgency. And over the years, I’ve seen the formulas for building a “customer centric culture” get more and more complex.

When Does Loyalty Happen

I want to talk about when loyalty happens. It’s the final moment of every transaction. All of our lives we’ve been told to make a good first impression…and that’s certainly important but the most important moment is our final impression. How your customers feel at the end of the transaction influences if they will come back…and more importantly, what they will tell other people about you.