by Alan | Jul 25, 2007 | Customer Service, Don't!, Leadership
Another brilliant customer service story. My cell phone provider (who shall remain unnamed, but whose name means to run really fast) evidently called me this evening. Toll free number calling, man with thick accent identifies himself and gives the greeting and who he...
by Alan | Jun 19, 2007 | Business, Customer Service, Leadership
Training in an (internal) training center where the common area between training rooms had snacks and such. Off to the side were some coffee containers with a big sign on them that said: “Coffee is for the XYZ class only.” Since my class wasn’t the...
by Alan | Jun 14, 2007 | Communication skills, Content, Delivery, Don't!, Leadership, public speaking
This post could have dozens of examples tacked to it. It’s one of the most common things I see. And it’s an easy fix. That’s hard. :-)The phrase goes something like this: “What I want to tell you…” or “I just want to...
by Alan | Jun 6, 2007 | Efficiency, Leadership, public speaking
I heard this quote (no attribution) the other week:”We spend far too much time on our jobs, and far too little on ourselves.”I spent a little time improving myself this week at the ASTD ICE conference. It was quite amazing, and I come back with gobs of...
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by Alan | May 31, 2007 | Communication skills, Delivery, Leadership, Parenting, public speaking
Working with The Boy’s Tee Ball team tonight. We’ve really been working on his throwing. Hold the ball high. Step — throw — follow through. Sometimes he does; sometimes he doesn’t. Tonight for the first time, we seemed to have a...
by Alan | May 28, 2007 | Communication skills, Content, Delivery, Leadership
Traveling through DCA airport104 last week. As thousands of my closest friends and I sat waiting for our chance to be called as the next contestant on the “So you want to be a sardine” game show, not once but twice an alarm sounded on a gate door. In...
