Answering your phone can be a dicey experience these days. Having some off-beat, unhelpful caller waste your time—or worse, insult...
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These two recent customer service experiences are all too common: Scenario 1—Failure to Follow-Through: To ask a question about my life...
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Recently, I called a property-tax reduction firm about protesting my property taxes. The form downloaded from their website requires...
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(My column first appeared on Forbes here.) Communicating technical concepts to another technical person requires focus and discipline. Add to this...
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(This blog first appeared on Forbes.com here.) Credibility is hard to earn and easy to lose. People judge you not only based on your job...
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The biggest barrier between leaders and followers is distrust. And the window dressing for distrust is insincerity. People put up with a lot of...
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