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Customer Service, Break Down or Wear Down

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We probably all have a bad customer service story. In fact, when it comes to customer experiences it is what most people talk about, the bad stuff, the horror story. It’s what people tell their family, friends, and their next door neighbor. I’ve heard a lot of bad customer service stories. During many of my

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Confidence and Knowing What Matters

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How do you know what really matters? Do you know for certain, or is it unclear? Do you have enough confidence? For clarity, I’m not asking these questions so much about life’s needs, but more about personal or professional goals, creating success in your career, or perhaps about success in your business or the organization

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Change, Does It Always Make Sense?

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Many insist that change is critical, urgent, and the recipe for success. Does change always make sense? Is now the time for a change? When I go to my favorite restaurant I order the same thing, almost every time. In my local town I go to the same gas station, time after time. How do

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How to Stick With Your Plan

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Have you ever asked yourself, “How will I stick with my plan?” Often the plan is not too complex, the timeline is reasonable, and the level of personal or professional growth is attainable. So what limits your success? Why do so many still come up short? Coming Up Short Much of my business is focused

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Navigating a Toxic Workplace

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Chances are good your job involves working with other people and chances are also good that you didn’t sign up for dealing with toxic workplace relationships. Are you trying to navigate a toxic workplace? Is there a way to regain control or minimize some of the problems? Absolutely, but it likely won’t be easy because

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Solving Workforce Problems, Should You Triangulate Your Approach?

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A solution is what most people want. Often our most complex workforce problems go unsolved because if they were easily solved, then they wouldn’t really be a problem would they? Problem solving can be fun, especially when it is just difficult enough to be stimulating but not so challenging that you get frustrated. Unfortunately sometimes

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Using Appreciation to Create Positive Energy

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Are you surrounded by positive energy? It’s probably not surprising that organizational cultures that make a conscious effort to increase appreciation are also those with more positive energy. Look around long enough and you’ll find varying opinions about the use of appreciation. On one hand you have the people who prefer to manage with an

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Should Your Employee Satisfaction Survey Be Anonymous?

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The question to survey employees anonymously or with identifiers is an interesting one. Like many things in life there are probably some pros and cons, but an employee satisfaction survey should be focused on collecting data that will help improve satisfaction, but will it? Some quick internet research shows some mixed points of view on

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Gambling On Getting a Promotion?

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Getting a promotion, a new job, or somehow advancing your career is something that many people wish to achieve. Are you gambling with your future? What gets you out of bed in the morning? Is it your exercise program, getting your children off to school, or your excitement to get to your job and start

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Are You Driving For More Results?

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After all, results are what matters, right? Are you driving or are you just riding along? Many people believe that they are creating their own path, making their own way, and working hard to accomplish their goals. However, often these same people are more interested in just riding along. They ride as a passenger, as

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