Answering your phone can be a dicey experience these days. Having some off-beat, unhelpful caller waste your time—or worse, insult...
Read moreThese two recent customer service experiences are all too common: Scenario 1—Failure to Follow-Through: To ask a question about my life...
Read moreRecently, I called a property-tax reduction firm about protesting my property taxes. The form downloaded from their website requires...
Read more(My column first appeared on Forbes here.) Communicating technical concepts to another technical person requires focus and discipline. Add to this...
Read more(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...
Read moreThe 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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