It’s not what you say; it’s how you say it.
I was just out on the west coast for a conference and decided to extend the trip and go to The Grand Canyon; magnificent, by the way. I had to change my travel plans a few times as I was planning the...
View ArticleAre you in the game?
The best leaders are coaches. Like coaches, they give direction. They scrutinize performance. They strategize when the team is struggling and they are there to praise the victories. They motivate...
View ArticleWe can do this the easy way or the hard way…
When you are helping your customers, coworkers or managers, do you make it easier for them or harder? It sounds crazy to think that we would ever make it harder for people intentionally, but do you...
View ArticleDo you judge a book by its cover?
I was discussing the trials and tribulations of interviewing with a group of managers. They were sharing stories of their best and worst experiences. One manager said there was one time when he...
View ArticleI’ve got the proof right here in this email!
How many people like to be proved wrong? I’m guessing you don’t. Nobody does. Yet so many times we can’t resist the urge to prove we were right by proving someone else wrong. When I have a difference...
View ArticleWhat kind of hitter are you?
Sometimes it can be very frustrating when we have all these great ideas and it seems like no one is paying attention. We want to have this giant impact on our organization; we want to hit that homerun,...
View ArticleDo you recognize yourself in either one of these customer service providers?
Last week I lost a dear cousin. My other cousins and I were trying to figure out what we could do to help the grieving family. There were 5 of us. Coming from an old school Italian family, there were...
View ArticleWhat do you expect?
Do you know what you expect from your staff? Can you put it into words that are clear and measurable? If you can’t, you are probably not getting the results that you want. The post What do you expect?...
View ArticleAre you the one making yourself crazy?
Dealing with customers or coworkers that we service can be very challenging. You meet all kinds; whiners, complainers, negative Nancys, know-it-alls, aggressive people, etc. As service providers it can...
View ArticleWho’s this new boss?
It’s not uncommon in the clinical engineering world to have a department member promoted to a managerial position. That can present a whole set of unique problems when your buddy is now your boss....
View ArticleDo you recognize yourself in either one of these customer service providers?
Last week I lost a dear cousin. My other cousins and I were trying to figure out what we could do to help the grieving family. There were 5 of us. Coming from an old school Italian family, there were...
View ArticleYou can ring my bell!
The world of HTM so much has changed over the past 10-20 years. The advancement in technology is staggering. But it’s not just in HTM. Think about the banking industry. In today’s world of ATMs, online...
View ArticleThey’re all your customers?
I was out to dinner with a friend the other night and she was so frustrated with one of her employees. She works in the legal department of a large radiology company. She asked a member of her staff to...
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