Three Differences Between Managers and Leaders*

Dear Subscriber, Great article on the distinctions between managers and leaders. A young manager accosted me the other day. “I’ve been reading all about leadership, have implemented several ideas, and think I’m doing a good job at leading my team....

What Successful People Do During Lunch*

Dear Subscriber, What do you do during lunch?  Read and see what the survey shows. Do you take your lunch break at your desk, staring blankly at your computer? You’re doing it wrong. Here are productivity-powering, energy-boosting tips for getting the most out...

Early Labor Day/End of Summer Sale

Dear Subscriber, Early Labor Day special for you – but you must hurry the time and quantity is limited.  We had a very successful early Summer, so we’re repeating this end of summer offer. What is it?  Volume I and II of How to Kick Your Customer Service Up A Notch...

Best Channel for Complaints and Customer Satisfaction

Dear Subscriber, New research by ContactBabel* reports that the telephone is still the channel that best handles complaints.  73% of respondents say if you have a complaint, call the business. Are you ready for the complaints?  Do you have the language/communication...

The Unexpected High Cost of a Bad Hire*

Dear Subscriber, Following is an article of interest, although I think the cost is lower than what it is in most industries.  However, good advice. In the course of running my own businesses for more than two decades, I’ve done my fair share of hiring. And I can tell...

9 Easy-To- Steal Habits of the Super Successful*

Dear Subscriber, Great article and easy to follow and do!  How many can you own as yours? We wish there was a handbook for success, but there isn’t. Here’s the next best thing: a list of ways you can realize your dreams–and be a more productive...

Your Call is Very Important to Us*

Dear Subscriber, Seth Godin’s blog follows; someone whose postings are right on in my opinion. Rules for treating inbound customer calls with respect: 0. Spend a lot more money on this. Hire more agents. Train them better. Treat them with respect and...

How to Increase Flexibility in Your Business

Dear Subscriber, I have been included in Carol Roth’s blog on the subject matter.  See #1 http://www.carolroth.com/blog/how-to-increase-flexibility-in-your-business/ Enjoy. Regards, Rosanne D’Ausilio, Ph.D. Consultant, Master Trainer, Best Selling Author...

June Special Just for You

Dear Subscriber, We have a very special offer for you – but the time is limited. I think you know if you keep doing what you’re doing, you’ll keep getting what you got.  Is that what you want?  I hope not. We invite you to Kick Your Customer Service Up A Notch for...