Are your employees empowered to make decisions on the spot in favor of the customer? Your single goal should be to have overly happy customers. Too many things go wrong each day. You want your employees to understand they are in customer service, and their No.

Reading the news (or even your email) can be distressing to the point of despondency. It can also be fun.

The “comfort zone” is that cozy space where everything feels familiar and stress-free. It’s where we stick to what we know, using the same old strategies that keep things steady but can also lead to feeling stuck.

On Jan. 31, 2024, the U.S.

We take ourselves too seriously, and in doing so we become boring and no fun. Sometimes it’s OK to let loose, act silly, and have a good time. It’s energizing.

At a time when virtual meetings, video conferences, and online work calls are the norm, there’s good news for those who see a unique value in in-person networking.

In a previous article, I discussed the concept of “stress bragging”—that tendency to boast about our stress levels as a way to highlight our pr

It’s all well and good to pontificate about “the customer comes first” or “deliver outstanding service,” but often it’s hard for your team members to wrap their heads around what that really means.

Someday, you may want your home robot to carry a load of dirty clothes downstairs and deposit them in the washing machine in the far-left corner of the basement.

Are you giving your lowest-level employees the power to make crucial customer-relations decisions without supervision? If not, you’re making a huge mistake.