The Low Performer – Using the D.E.S.K. Approach Most managers and leaders for some reason believe that you should spend 90 plus percent...

Tybee Island, Ga. — The past several months – I guess since August of 2008 – have been quite a hectic time for me and the business and...

A recent situation at the Kentucky New Era in Hopkinsville, Kentucky shows how when team members understand that it is okay to assume...

So now you are a successful consultant! As a professional in the field of consulting, you will be frequently asked to give your clients...

When dealing with small and sometimes more impoverished clients, it’s usually in your best interest to charge a fee (even if it is small)...

Bobbie Foust and I worked together at the Tribune Courier and Leisure Scene in Benton in the late 1960s and early 1970s. I have alway...

Here is what you must do to find the right fit between you and the employee. First, look and interview for “attitude,” which is reflected...

(My apologies to all – the post I sent out last night had some spelling errors that have now been corrected. This happens when I write it...

The late great Howard Shenson was a mentor of mine and a great consultant who helped many of us develop and grow our businesses. He was...

Tybee Island, Ga. — There is probably nothing more traumatic for a pet owner than to be on vacation and have their beloved pet get sick....

As you know, if you are reading this blog as one of the regular 1200 or so folks that we reach out to periodically, I am always on the...

This is NOT an example of customer service excellence! Jim Gossett is a good friend of mine. He also is the Chamber Executive in Carroll...

Inette Cayce took notes, asked questions and participated in the G-marketing workshop I presented to the Hopkinsville Christian County...

Valerie Reeves is a successful businesswoman in Louisville, Kentucky. Time to her is money and recently when she purchased a new clothes...

The GI and Silent Generations – Part One Consider this situation – your management team is made up of “Baby Boomers”. Your staff is made...

If our customers drive us to be better as business people then we are destined to get valuable customer feedback and react to it so we...

Pam Reed, owner, baker and cook at Tea Thyme and Toast Eatery in Eddyville, Ky has developed a cadre of “raving customers” the past few...

“Service that exceeds the need is the competitive edge for any organization in today’s highly competitive environment.  The journey to...

Last year I had the distinct pleasure of presenting our Customer Service Excellence program for the Carroll County Iowa Chamber of...