Author name: Steven Gaffney

Communicating with Angry Customers  Although it may be tempting, never dismiss an angry or upset customer—no matter how inconsequential their issue may sound. Unhappy customers are the much more vocal than happy ones, and with social media, one problem customer can turn into a firestorm of criticism and backlash. Just as important, one customer complaint […]

I love McDonald’s. I know some don’t, but I love it. My favorite sandwich is the Big Mac. The Big Mac, which is one of the most successful fast food sandwiches ever created, was created by a franchisee, not by McDonald’s corporate headquarters. Whether you like Big Macs or you don’t, the point here is

  In an effort to help you further celebrate and implement National Honesty Day, so that it is every day of your life, I wanted to share this radio interview with you. In this interview, you will learn about: •  How human beings suffer from Honesty Delusional Syndrome (HDS) and what to do about it

How to celebrate National Honesty Day on Saturday, April 30th – How often are we really telling the truth? Is it ever okay to lie? Honesty has a significant impact on any business as well as your personal life. Getting the Unsaid, Said is key to opening up communication and building trust with others. Watch

Do you feel like negative thoughts or people are affecting your confidence level? Is it impacting your daily life and job performance? This two minute video will highlight two key strategies to take control of these negative situations and turn them around for the positive.

Life can be hard to compartmentalize, and when something bad happens in your day—whether it’s a meeting, an interaction with a co-worker, or a call—it has the power to send you into a negative spiral that ruins your day and even impacts others. That awareness is half the battle. The good news is awareness allows

  The foundation of all relationships—at work and at home—is trust. Without it, things fall apart. There are three essential keys to building (or rebuilding) trust with anyone—your boss, your customers or clients, your coworkers, your employees, and even friends and loved ones. Implement these and watch your relationships improve: 1. Make and Keep Commitments

Often I am asked whether there is any value to complaining and listening to complaints. After all, complaints allow us to be aware of what is on someone’s mind and the act of complaining gives the complainer the opportunity to get things off their chest. The answer is yes, of course. Complaining has its place,

  My mother can be a negative person. If I say, “Business is great,” her response is, “Well, what if the economy takes another downturn?” This is exactly why some people never listen to unsolicited advice—they don’t want to be bothered with what they’re not even looking for. But if you only accept solicited advice,

There are many reasons why people fear being open and honest. In this interview for a CBS affiliate, I discuss those fears as well as how to overcome those fears and Getting the Unsaid Said in any situation. Watch below to learn about these key strategies and take the next step to forming stronger relationships.