One’s ‘Voice’ is a master for all situations.  As humans, we adapt the tone of our voice to match our current circumstances. For instance, when a mother sits at night with her young child she encourages him/her to sleep using a soothing voice.  When a football coach is directing his tired, dirty, huge-in-size football players.. read more →

True or False:   The highest paid employees in the world all ‘huddle’. TRUE:   Professional team sports (NFL football), ALWAYS huddle, prior to an event.  These pro players are paid millions of dollars each year.  They ‘huddle’.  Corporations, like Wal-Mart also ‘huddle’ their department employees prior to the start of a shift.  The big boys do it.. read more →

I’m amazed by most of the people I’ve known or worked with in the customer service department. They are expected to know EVERY detail about their products and services, the inventory status at ALL times, plus have a working knowledge how EVERY OTHER department in their company works, not to mention possessing the ability to.. read more →

You can see the immensity of technology on customer transactions by walking into a fast food restaurant.  Order-taking clerks at the ready, looking at you, asking first if your order is ‘for here or to go?’.  As soon as you answer, MOST of them begin to look down and concentrate and work on the data-entry.. read more →

When I go away from work, on a vacation, or to a seminar, and then come back, I see things differently.  My perception of the way my business runs changes..  Sometimes it's a slight shift.  Other times, Ive notices big changes have occured without me even being aware of it.  Nothing physical.  Always emotional, cognitive, visual.  But always.. read more →