Handling Angry Customers More Professionally

In my trainings I teach participants to use the formula LEARN to serve angry customers professionally and I personally use the same formula when I am confronted with angry customers.

Personal Communications Build Relationships and Sales

If you want to win over your customers, find a way to recognize them personally on their birthdays and other important moments. From customized birthday cards to personal phone calls, there are many ways to make a favorable impression on your customers that will generate greater loyalty and sales.

Customer Service - A Smile Makes All the Difference

All of us have had waiters and waitresses (now called servers) who were discourteous. Lack of courtesy can ruin an evening. Similarly, courtesy can make an ordinary evening special. This essay describes one server's courteous and respectful service.

Making Change Work

Over 75% of all change programmes will fail to achieve worthwhile or sustainable results and this article explores the key reasons for failure based on the author's extensive practical research activities into this area.

Change Management: Avoid Havoc In Very Uncertain Times

Escalating gas prices...tensions and turmoil in the Middle East...a struggling world economy. Leadership, in times of uncertainty, is not that much different from that of ‘normal' times. What does differ is the degree to which basic tactics of change management are applied. In times of uncertainty, leaders must pay even more attention to the people issues in change.

Follow My Leader - To Effect Change, Leaders Must Walk the Talk!

In any change project, a leader must wear many hats, however his/her role can be split into two key areas: 1. Set the strategic direction of the change and; 2. Convince everyone of its importance. The importance of the first part of this role is generally understood and is for another article on another day, however the second part is often overlooked (or done very badly) and can be of even greater importance. Where this point is addressed, it is generally done by giving presentations and distributing memos. Although these can be necessary, they are often ignored or just paid lip service if the most important method of communicating the importance of the project is missed – action.

Communicating Change Management: Change is the Same as It Always Was

How can management motivate people to listen? By making sure they will benefit from what is said!

How to Develop a Change-Adept Workforce

There are 6 qualities common to those who thrive on change. Here’s how to develop these qualities in the people who report to you.

Change Management - Urgent Information

You can get change working in your favor. I have used the following suggestions to get positive change management outcomes over the past 17 years. The following is urgent information because every day you don't use it is a day in which you will live in fear of an uncertain future

Tips for Leading Change: Reduce Sabotage-Increase Profits While Moving Through Transitions

Does your organization embrace change? If not, would you like to learn how to lead transitions more effectively? Would you like to reduce resistance and sabotage to your needed changes? These tips can help you to reduce your stress.

What Gives You The Right? - An Introduction To Managing Change

How well do you manage a change situation? Ever over-reacted to a change? Maybe you didn't understand it or why

Handling Statistical Variation in Six Sigma

Six Sigma metrics are more than a collection of statistics. The object is to measure the existing performance, compare it with statistically valid ideals, and learn how to eliminate any variation or defects. Improving and maintaining product quality and quantity requires an understanding of the relationships between critical variables. Better understanding of the underlying relationships in a process often leads to improved performance.

Growing with Change

Grow with change by focusing on a vision, choosing your outlook, seeking authenticity, committing yourself with discipline and continue to grow and develop.

Forward: The Right Direction

How often have we made the mistake of just considering our last footsteps? We look back to what we know, rather than seek the unknown, the unfamiliar. We trust what we think is the correct path without looking into what could be our salvation: The Future.

Preparing Your Business for Transformation

The world around you is transforming at a very fast pace and it is up to you to learn and keep up with the changes coming along anyway. Transformation in business is the crucial strategy for growth! The question is whether you are realy living up to you fullest potential?