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 …

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 …

Three Happy Things

Look around, it is time to find three happy things, or at least three things that will make you smile. The flower that bloomed. The child giggling. The lawn recently mowed, in perfect lines criss-crossing the yard. The newly ripe Read More …

Pleasantly Surprised

When you are pleasantly surprised… by a company, by a colleague, by an organization, by a casual friend – an acquaintance really – let’s not elevate them too high, by an institution, so much so that you may not even Read More …