Change: Do I Continue to Do the Old and the New?


The question shouldn’t be whether I continue to do both the old and the new, the question should be: Am I doing things right or am I doing the right things?

In times of change, it is hard to let go of the things we do well, even if they are no longer necessary.  It feels good to be competent.

However, […]

Change: Do I Continue to Do the Old and the New?2020-03-20T12:46:16-05:00

What If We Goofed? [Video Blog]

It’s rare, but sometimes we lose a customer. We try everything to restore the relationship. We apologize, and we offer compensation and restitution. We even offer to have someone punished or publicly humiliated. We can’t save them all. What do we do if we goofed?

Sometimes we do blow it. If you have tried your best […]

What If We Goofed? [Video Blog]2020-03-20T12:46:31-05:00

How Do Our Customers Judge Us? [Video Blog]

We deliver great customer service…at least we think so. We try hard. We have above average products, above average service, above average prices…I mean competitive prices. Has it ever dawned on you, how do our customers judge us?

That’s actually a great question. Most organizations haven’t stop to think about that, lately.

How do our customers judge us? […]

How Do Our Customers Judge Us? [Video Blog]2020-03-20T12:46:31-05:00

How Do We Lead? [Video Blog]

We have a great organization. Our products and services are excellent. But even we sometimes let our customers down.  How do we deal with a  complaining customer? How can we be the role model? How do we lead?

To lead is important when it comes to responding to complaining customers. LEAD stands for […]

How Do We Lead? [Video Blog]2020-03-20T12:46:32-05:00

Handling Difficult People: What are your “buttons”? [Video]

What are your “buttons”?

Wherever you go there is going to be someone that is difficult to work with. Sometimes a co-worker can become difficult and unreasonable temporarily. Sometimes you have a coworker that becomes difficult permanently. In this video, Kit Welchlin presents some techniques to minimize the damage to yourself and your organization.

It’s important to […]

Handling Difficult People: What are your “buttons”? [Video]2020-03-20T12:46:38-05:00

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