05
Apr

The Passion Factor in Success

As you would know if you read the “About” section on the site, I strongly believe that in order to achieve success, you have to engage not only people’s minds, but also their hearts.  I think not only is this true in engaging customers and employees, but that it’s also critical to success in selling a product or starting a business. …
03
Apr

Don’t “get” Twitter? Facts from Biz Stone Interview on Stern Show

Last week, Biz Stone was on the Howard Stern show, and shared some of the background of Twitter and his view on it.  Even for people who are absolute non-fans of the Stern Show, this was a great interview!  Biz is one of the three co-founders of Twitter (including Evan Williams and Jack Dorsey).  I thought I’d share some of the info, straight …
24
Feb

Customer Complaint Resolution – all about attitude

After years of working in hospitality and seeing good and bad problem resolution skills (and practicing both myself), I’ve learned some best practices in dealing with angry customers. I have to say the most important first step is to face customer complaints positively and with an attitude of Trust. Think of complaints as a way to improve your …
11
Feb

Is your Receptionist turning away customers?

Is your receptionist helping or hindering your business? Lately, I have run into several that were doing a great job turning away my business. Here’s what happened and my thoughts on initial steps to improve the impression your critical front line employees like receptionists are giving your customers.   The Veterinarian Receptionist The …
02
Feb

My Favourite iPad Apps

I am a self-professed iPad addict.  It’s true.  I can’t get enough of it.  I rarely take out my laptop while at home now – everything I need is on the iPad.  I’ve tried various apps in the 6 months since I’ve had the iPad, and thought I’d share my favourites. Pictureka! $1.99 – This is the most addictive …
31
Jan

Texting and Walking… should it be banned?

It’s very clear how dangerous driving and texting can be, and the laws against it are clearly a no-brainer.  Now New York is proposing a ban on texting and walking.  Sounds a little crazy, but I’m sure by know we’ve all seen the “fountain lady” who fell into the mall fountain while texting and walking.  There have also …
29
Jan

Tell your employees what you want

All too often, we expect that people must know what we expect because it is obvious to us. Guess what?  In the world of setting expectations, nothing is obvious.  I’m sure you’ve heard the old adage about what “ass-uming” does… that rule certainly applies when you want your employee to change their behaviour. The first …
15
Dec

How to quit positively

A colleague of mine recently quit her job, and I was reminded of how important it is to remember that you are not only evaluated based on how you work at a company, but also on how you leave. It starts with why you’re leaving. Are you unhappy? Have you told anyone what you’re not happy with? You might be surprised – perhaps they will …