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Happy Employee Appreciation Day 2020!

Happy Employee Appreciation Day 2020! Today is the one day of the year to show your staff just how much your value their hard work and overall contributions. Just today. No other day. Of course that’s not true! Just like Valentine’s Day isn’t the one time of the year to…
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The Mutual Benefit of Mystery Shopping

As you consider implementing mystery shopping to develop your business’s customer service and experience, you may wonder how your employees will feel about it. You may worry that some will feel like they’re being spied on, that you don’t trust them, that what they do is never good enough. Some…
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The Secret to Working with Millennials

We’ve all seen those articles about the things millennials are killing. Industries like cable TV are falling to digital streaming, and social conventions like face-to-face conversations are giving way to text messaging and social media. Let’s not forget all those accusations of how pampered and selfish most are, too. Blaming…
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Managing Your Productivity: Striving for Zero

We’ve spent the last couple of weeks delving into how to improve your productivity with the processing and organizing workflow described in David Allen’s Getting Things Done book on the subject. One of the concepts we covered was the notion of an inbox, at which time we described this as…
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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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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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