Are You and Your Business Partner Having Problems?

Are You and Your Business Partner Having Problems?

We all start businesses with good intentions. ‘We’ll both work hard. We‘re good friends and we respect each other. Our combined skills will be needed for the business to be successful. A partnership will help the business grow more quickly.’   Then life happens. One...
Using Level 3 Conversations to Bring Out the Best in Your Staff

Using Level 3 Conversations to Bring Out the Best in Your Staff

  Drew just got done giving his staff of five the parameters of a new service they would be offering, how it would be rolled out, what the CEO wanted the company to be known for and what a high quality deliverable would look like.   Then he said, “Let’s now have a...
Happy Holidays: A Story About Customer Service Culture and Accountability

Happy Holidays: A Story About Customer Service Culture and Accountability

“We practice NEAT here”, said the manager. “What’s NEAT?” said the temp. “It’s an acronym. It stands for – say the customer’s Name, make Eye contact, Ask Questions and say Thank you. We really want the customer to experience how special she is.  At our business...
Get off your ‘But’

Get off your ‘But’

“I liked everything you did on the project, but…” “You put in a lot of effort, but…” “I did everything you asked. But …” ‘But’ is a set up for negativity. It’s telling the listener that ‘the other shoe is about to drop’. It’s letting judgment come into the picture so...
Joan Rivers, Will Broadway Dim Its Lights?

Joan Rivers, Will Broadway Dim Its Lights?

How do we think of Joan Rivers? Comedienne? TV star? Broadway star? Is she perceived as a Broadway star so she could have the usual tribute of the dimming of the Broadway lights in her honor? Some people said no, namely the Broadway League, which represents theater...