Susan C. Foster’s recent article “7 Things Great Leaders Never Say”, written for Success.com, dissects a number of business clichés and explains why these are not only useless but also potentially damaging. Here are the three we think are the most critical: “Don’t do anything without asking me first.” The problem with…

An employee carousel serves no one: not the employer, who ends up in an endless loop of hiring and training, and not the customer, who never seems to see the same person twice and is frustrated by the inconsistency in quality. Worse still, employee carousels tend to suffer the most…

Today’s blog is based on the fantastic learning library at Service That Sells. This trove of online training resources is one of the best places you can visit to help develop the service, sales, and management skills of you and your employees. Visit their site to learn more about the Cycle of…

There are few things more demoralizing to a front-line employee than taking the brunt of customer frustrations while having no power to address them. No employee wants to shrug his shoulders at a complaint, and no customer will tolerate it. After all, what’s the point of placing a living, breathing…