In my workshops, I often talk about understanding and appreciating our “Psychic Salaries”—the non-monetary rewards of doing our work. It means being motivated and guided by an intrinsic desire to serve and being fulfilled by making customers happy.Read More

I have always believed that employees should be allowed to be themselves and enjoy hearing about companies like Netflix that still believe in offering service with a personality. If treating customers like people is quirky, I’m all for it!Read More

Regardless of your industry, it’s a good idea to communicate your philosophies, values and practices to your customers, prospects and your employees.Read More