Think of time when you just didn’t agree or maybe you didn’t understand.  How did you react?  What did your body language register?  What did you say? We have all been there.  A manager or supervisor shares a new thing…a new nugget of awesomeness.  And you react.  Negatively.  Insofar as you understand or comprehend how […]

First off, do not make this a boy-girl thing.  If you know me, that is definitely not my style…at all.  I just chose names.  Second this may still cause some “ruffling”.  People may get mildly wigged out because this is about different ages in the work place. You know, generations.  And we all love to […]

I would like to explore coaching from a specific perspective.  Does personality play a part in coaching?  It does in selling.  That’s for sure.  It plays a part in managing and leading.  Yep.  So does it matter when we coach our team?  You know, their personality.  Yeah, kinda.  I mean it does matter, just maybe […]

We all have been there and heard that story…you know, the friend or family member who shares every excruciating detail about their root canal.  Yeah, OK, thank you…no.  There is always, always a threshold to way too much information.  We could also say we receive too little information or just not enough to help us […]

If you have a great customer experience, are you willing to tell someone else?  I would think, yes.  I got what I wanted with no issue and the sales rep did a good job.  Yeah, if everything went well, I would be very willing to recommend this store (and even the sales rep) to someone […]

Wouldn’t you agree getting a little pat on the back can have an impact?  Despite size or expectation, one little positive gesture can stimulate a day.  Recently, I received a message.  It came as a Facebook post and I must say, it had a very, very nice impact.  It was from a fraternity brother.  A […]

  Non Sequiturs.  Latin for “it does not follow”.  Basically this an argument when the conclusion does not follow or match the beginning statement or assertion.  In a non sequitur, the conclusion could be either true or false, but the argument is a problem because there is a disconnection between the premise and the conclusion. […]

So it has been a while. I was taken back a bit this year in May. I was diagnosed with cancer and, well, I took some time to deal with something rather big. Rather than go into the details, allow me to share that it took me back a few steps and my outlook was […]

Recently I was in Texas.  I had a part in delivering a workshop to a collection of retailers in North America and the Caribbean.  As the conference started, the key note speaker spoke of the power of the question “why?”  One of my segments was focusing on the customer experience and the “why” thing was […]