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Managing Your Productivity: When to Say Yes

As we established last week, your time is a limited resource, so you have to wisely invest it into the tasks that matter the most. Returning to David Allen’s Getting Things Done workflow, let’s take a look at the “Is it actionable?” step to see what we should do when…
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Managing Your Productivity: When to Say No

Your time is a limited resource and you have to decide what you’ll spend that currency on. There aren’t enough hours in the day for you to do everything, and to be completely fair, when you split your attention among multiple tasks, none of them are going to be done…
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Shake It Off

Our friend Steve Beck has a book titled “Leave Your Funk at the Door” in which he extolls the importance that salespeople and customer-service agents not bring in their personal baggage when they start their workday. (His advice applies to everyone in everyday life, really.) Putting on a happy smile…
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Your Invisible Product

Service That Sells posted a great article at the end of last month that we want to spotlight today, titled “Why Do Restaurants Fail?” As they explain, “The bottom line is that restaurants fail because they couldn’t sell enough product to cover their costs.” That may seem obvious on its…
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The Value of Roleplay

Roleplay has long been used a training tool in the world of sales and customer service. In fact, one of the first articles to come up if you search the topic is an article from the May 1987 issue of the Harvard Business Review. In fact, this concept originates with…
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How to Show Employee Appreciation Through Engagement

Today is Employee Appreciation Day! This is the one day to say thank you to your employees, to show them you value the hard work they invest each and every day, and that you care about their well being. Right? Of course not. Just like Valentine’s Day isn’t the one…
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Commandment No. 8 – Thou Shalt Take Responsibility

Next up on our review of Ten Commandments of Superior Customer Service by Shep Hyken at Forbes, is “Thou Shalt Take Responsibility”. As Hyken explains, “In customer service, taking responsibility means you own it.” As he further adds, “It may not be your fault, but now it’s your problem (to…
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Commandment No. 5 – Thou Shalt Be Willing to Apologize Quickly

The next commandment laid out in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Be Willing to Apologize Quickly”. We all hate being wrong, especially when it means we’re not just incorrect but that we’ve actually aggrieved someone else. In the context of business, this…
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Know Your Audience

Most people hate giving speeches, let’s be honest. With rare exception, most school students are filled with dread before they have to deliver book reports aloud or explain what they did over their summer vacations. This discomfort barely wanes in adulthood, too. So how do the great speakers of the world—the…
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