Answering your phone can be a dicey experience these days. Having some off-beat, unhelpful caller waste your time—or worse, insult...
Read more
These two recent customer service experiences are all too common: Scenario 1—Failure to Follow-Through: To ask a question about my life...
Read more
Recently, I called a property-tax reduction firm about protesting my property taxes. The form downloaded from their website requires...
Read more
(This blog first appeared on Forbes.com here.) Life unfolds as a series of persuasive interactions—to get a date, a mate, a job, a promotion, a...
Read more
Some silences can be more painful than others: The thank-you note that never arrives. The dinner invitation that goes unanswered. The job interview...
Read more
The essence of leadership is communication. As a leader, your words have the power to motivate or demoralize, inspire or discourage, clarify...
Read more
