Tag Archives: ego

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ego stumble

Ego Stumble and Getting Out of Your Own Way

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Have you ever had an ego stumble? One of those cases where you let your emotions guide your choices and it didn’t end well?

Emotion is critical in the workplace. Passion is an emotion. So is the excitement of launching a new marketing campaign, closing the sale, or achieving the goal. Emotion is important, yet it can also go wrong.

One of the biggest problems in the workplace with harassment claims is that ego got in the way.

A problem between two peers and you may find that ego played a role.

Supervisor to direct report, or the opposite, direct report to supervisor, and ego’s may be involved.

Leading by Inspiring

Leading today in a social environment that is much less about authority and much more about inspiration can be challenging. Inspiration means emotion and emotions are sometimes difficult to navigate.

When you make a choice about attending the meeting, participating in the meeting, or workplace respect you can bet that ego is involved.

Ego may feel like the right choice. Consider supervisor to direct report interactions. The supervisor, who clearly has the authority should lead, right?

Most would quickly say, “Yes.” However, the way we lead today may look a little different. Leading should be more pull and less push.

Navigating social climates and workplace culture has never been more challenging. We sometimes label this experience, workplace politics.

Yes, workplace politics, many people don’t like that game.

Ego Stumble

Blowing off the meeting may be about ego. The same is true for who gets credit for the project, the promotion, or even who gets the pay raise.

Sometimes you have to get out of your own way.

Making waves with the new hire, or the old regime, may feel satisfying for the moment. Yet, leading is going to require buy-in and buy-in is created by shared experiences.

If what you are sharing is mismanaged conflict there will be fewer opportunities for your future.

Don’t get in your own way.


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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your best customers

3 Common Problems With Your Best Customers

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It is often easy to find people complaining about their customer service experience. Do you understand how customer expectations determine the results of any touch point? Do you understand this about your best customers?

Let’s start with two simple definitions:

Customer expectations. What your customer expects, not what you tell them it should be, not what you think it is, and certainly not what is in the fine print of an agreement or contract if it disagrees with what they believe it to be.

Touch point. In this case a touch point is any time a customer interacts with you or a representative of your organization. It might be a person, a website, a telephone, or an email and many other scenarios. Any time your organization has contact with the customer.

So many people and businesses believe that they completely understand customer service. Perhaps they do, but do they practice it?

Problem Areas

Let’s consider a few common problems:

  • Time. You make an appointment. Either you must in order to do business or you do it because your own schedule is tight. It is not okay for either party to break their promise on the time commitment.
  • Needs. What you want to sell and what your customer needs might actually be two different things. Likewise, what your customer believes that they need and what they actually need may be two different things. Understand needs.
  • Ego. Ego is the killer of more deals and more business than any other is. Both parties, vendor and customer, may have a problem with this. Who wins? The customer must win, if they don’t the vendor loses despite what they might think or feel in the moment. If necessary lose your attitude or ego, or else lose your customer.

Your Best Customers

Some customers seem to have high demands, they also may value your business because you meet or exceed their expectations. Don’t misjudge this relationship. A customer who feels insulted by your lack of concern for their high demands may very well be a customer lost.

Every touch point with your customer you have a chance to make a difference, or not.

How do you treat your best customers?


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

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