Most advice about customer service is all about what to say and how to say it. But the number one problem in customer service today isn’t what people are saying — it’s what’s not getting said. This comes down to a lack of honest communication on the part of both customer service reps and their […]
The Number #1 Problem In Customer Service Read More »
Every sales leader wants a team that adapts quickly to change, with dynamic collaboration and consistent top performance. But most sales teams are held back by one surprisingly simple factor: they avoid conflict instead of using it to their advantage.
Making Conflict Advantageous In Sales Read More »
We’re about to get pummeled by a giant wave of retention problems—a great retention tsunami with the power to destroy your bottom line. In the face of this inevitable tsunami, retention is no longer an HR issue. It’s now an executive issue. Leaders must tackle retention head-on—or pay the price. If you don’t think retention
The Great Retention Tsunami Is Coming: Reboot Your Strategy Before It’s Too Late Read More »
Ambiguity. We have all confronted it at some point in our careers. Matrix organizations, multiple bosses, dotted- and solid-line reporting, internal and external customers, budget cuts, and economic issues are all factors that contribute to an ambiguous work environment. In fact, many of my executive clients cite ambiguity as a top source of frustration, challenges,
Leading and Operating in Ambiguity Read More »
Learn about the blindspots businesses face and how to create excellent customer relationships without being too customer-focused.
The 3 Biggest Mistakes Businesses Make Read More »
Steven Gaffney talks open, honest communication with the Public Interest Podcast and how the different levels of honesty can improve your work and personal life.
The Three Levels of Honesty Read More »
Eight lessons on how to deal with life’s challenges during a difficult journey.
The Cancer Wake Up Call Read More »
Why is true success obstructed by comparison to others? Learn how to throw away the comparisons and create a vision for your future.
What if Martin Luther King, Jr. had compared himself to others? Read More »
Eight small but crucial actions you can take to make the new year your most meaningful year yet.
How to Start the New Year Right Read More »
How to Create an Organizational Culture of Appreciation that Impacts the Bottom Line My grandfather lived in a nursing home during the last several years of his life. During one of my visits to see him, a nurse pulled me aside and told me what a great man my grandfather was. I appreciated that and
The Power of Appreciation Read More »
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