Year of Yes – Book Review

I’ve got a little different book review for you this time. It’s not so much about business development, marketing, or Customer Experience. It’s a personal story of a successful woman’s seemly simply change and how, in one year, it transformed her personal life and business in extraordinarily profound ways.  It’s…

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Topgrading – Changed my Hiring Practices

Honest moment. Hiring and training, dealing with people’s “issues”, was one of the most frustrating parts of owning my own business. My expectation is that everyone’s reliable, comes to work on time with the right attitude, is a team player, leaves the drama at home, does their research about the…

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Rest – Why You Get More Done When You Work Less

When asked what I enjoy, what I want to do when I retire, I often simply answer ‘work’. I love creating, doing, accomplishing, growing, learning, helping. When I reach a goal, I don’t pause for celebration, I’m motivated to get on with the next fun project. Not surprising that rest…

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Hug Your Customers – Set the Bar, Inspire, and Recharge

Busy? Feeling drained? Staff bedraggled? Feeling unmotivated? Is someone about to get on your last nerve? Normal. Completely normal. I found myself feeling this way after a tremendously busy summer season filled with weddings and many hotel guests. Between training up new employees, supporting them, and working to exceed customer…

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How to Knock Customer Service out of the Park

We’ve all experienced it. Mediocre Service. Poor Service. Stellar Service. Small business owners need every possible advantage. A poor review can be crippling. In contrast, you can reap tremendous rewards from a customer  whom you’ve really impressed (especially after a screw up). Keep on reading for a strategy to train…

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How Changing One Thing Revolutionized My Hiring Practice

Honest moment. Hiring and training, dealing with people’s “issues”, was one of the most frustrating parts of owning my own business. My expectation is that everyone’s reliable, comes to work on time with the right attitude, is a team player, leaves the drama at home, does their research about the…

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