How We Breathe Life into Others!

Scott didn’t tell me what the Client Relationship Manager does at Spiritus Communications; instead, he showed me. Just as his message breathed life into me that rainy day, we strive to breathe life into the spirit of every client we are fortunate enough to serve.

Success Secrets from a 1,300 Year-Old Family Business

What are the success secrets to keeping a business in the family…and keeping it successful…beyond one generation? What success secrets are you passing down to the next generation of leadership in your organization?

It’s A Matter of Passion!

We go to work for the same reason: our parents didn’t leave us trust funds. We HAVE to work. But how do we show up for work? That’s completely up to us.

Happy Customer Service Appreciation Week!

Rahm Emanuel said, “Never let a serious crisis to go to waste.” Outstanding customer service doesn’t mean flawless service; instead, it means brilliant responsiveness after something has gone awry. 5 tips to moving irate customers to happy ones.

Engagement is a Choice

A 2011 study found that engagement levels increase as you climb the corporate ladder. But the WHY might surprise you. Learn from a man I met recently in Arkansas…

Complaints or Compliments

Both complaints as well as compliments get shared, repeated, and acted upon. As a customer, you can choose to register a complaint if you are dissatisfied. But how about you develop a “hair trigger” for dropping compliments when service delights you?

POOF! You’re Invisible!

Today, organizations employ PROBLEM SOLVERS like customer service representatives, mediators, human resource professionals, and arbitrators. All of these roles provide solutions. But a COMPLAINT DEPARTMENT offers only a place to complain, vent, whine, point the finger, belly-ache, and play the victim. Unless your actual job entails spending the day listening to coworkers gripe, here’s what I’m suggesting…

Ritz-Carlton Engagement on a Ritz Cracker Budget….

You don’t have to have a Ritz-Carlton budget to create Ritz-Carlton customer engagement levels. You can’t expect your employees to treat customers like “Ladies and Gentlemen” if you treat your employees like deadbeats and dirt-bags. Three no-cost employee engagement tips for leaders!

If You Were the Owner…?

If you’re a manager, do more than ask your employees to comply to product standards and protocols. Ask each of your employees to find a special, unique way to engage the customers and create positive memories.

Bad Haircuts and Bad Customer Service

Imagine if you were to enter into a relationship with your employees at work by which employees would interact with their customers with the same level of enthusiasm, passion, and engagement that you gave to your employees. By the way: THEY DO!

Strength-Based: One Man’s Trash…

  Years ago I ate at a restaurant in Albuquerque, New Mexico, where I saw a giant cork board made from a scrap of wood and wine corks. The wood was rough, and the corks were just the typical variety that came out of bottles they opened at the bar; but when an artist combined…