Dealing with the Toxic Customer

Dealing with the Toxic Customer

Years ago, there was a popular trend to implement these “rules” of customer service: The customer is always right. If the customer is wrong, see Rule #1.  Frankly, both of these rules are wrong.  Not only is the customer not always right, the customer is not always...
The Positive Results of a Team Member’s Departure

The Positive Results of a Team Member’s Departure

If you read the title of this article, you may be thinking to yourself: how can there be positive results from a team member's departure?  If you consider the circumstances and implement the right strategy, there are potential positive results to be gained.  Whether...
What Will I Do in the Midst of a Crisis?

What Will I Do in the Midst of a Crisis?

As the leader of a team or an organization, you will most likely deal with a big crisis. If you haven't dealt with a big crisis, it's not a question of if you will face one. In time, you will face one in your career. In fact, you will most likely deal with multiple...
The Hard Lessons: Paralysis by Analysis

The Hard Lessons: Paralysis by Analysis

Paralysis by analysis:  Have you ever come to a situation where you needed to make a decision and you just didn't seem to be able to make progress? Whether it is the start of a new business, to expand your product or service offerings, hire new employees, build a...