Who’s Driving

Look around and figure out who’s driving… the conversation? (and choosing) the direction? the activities? the initiatives? An old saying goes “lead, follow or get out of the way”. Be certain if the person who is holding the keys knows Read More …

It’s the Weekend

Well, that can’t happen because it’s the weekend. As if the days of the week really mean anything anymore. I mean, with on demand, digital everything, work from home, work from vacation, work from anywhere, on the go…the days just Read More …

Your Mood

We can all tell a little bit from your mood and your voice, especially over the phone when you can’t see the person, ad yes, I am talking about the person filling a customer service role. The funny thing is Read More …