Customer service has a point where it starts and ends. The customer experience has a starting point long before a purchase decision was made, and an infinite ending, all of which should be seamless to the purchaser and end-user. The difference between customer service and customer experience? When you are shopping at Publix and encounter … Read more
While you may or may not have a lot of traditions in the past, it’s likely that each of them are coming to mind this year. Many of us have a bit more time on our hands, for reflection in our hearts, as we grow close to turning the calendar to a new year once … Read more
This year has taken us by storm. When the clock struck midnight on New Year’s, we were celebrating the upcoming year with hopes for clarity, 20/20 vision, flow and prosperity. Most of us were unprepared for what happened by the end of the first quarter, when the global economy succumbed to the coronavirus pandemic. Companies … Read more
In the time of COVID-19, networking and business success depends not necessarily on following the Golden Rule. You’ll get further in the New Year with the Platinum Rule: Do unto others as they would want to be done to them. Why does it matter? We’re all different, with different values, fears, strengths, beliefs, likes and dislikes. To best serve … Read more
This time last year, our calendars were filled to capacity with holiday parties and year-end celebrations, but things are quite different in 2020 because of the COVID-19 pandemic. It has been a difficult year for companies, and employees, and it’s important to keep company morale, give back and celebrate a job well done at the … Read more
Everyone keeps telling us we’re grieving about the way life used to be but there’s much more to 2020 than grief. Of course, this year brought uncertainty, fear and inconvenience, but it also brought stillness, resilience and gratitude. Take a moment and think about the positive things that happened to you in 2020 that you didn’t … Read more
There’s no question this past year has had a profound impact on many of our businesses, and lifestyles, as a result of the coronavirus. Companies downsizing (or going out of business completely), work/school-from-home protocols and procedures, social distancing, facemasks, loss of friends and family, not to mention political and social unrest. Enough already! The German philosopher … Read more
2020 was the year. Your company was going to experience exponential growth. The plans had been meticulously prepared and presented, blessed by your board and applauded by all business unit leaders around the table. Your team and processes were in place, the market was ripe and opportunities seemed limitless. But then, the entire selling landscape … Read more
Please know all offers, and intended kindnesses, are appreciated. They are. This is not a message of shame or criticism. Rather, from an etiquette perspective, coming from a person who just experienced being in a position where things being done for me were wonderfully welcomed here’s what I have gathered, learned and want to share. … Read more
In my new book, “Stronger Than Stigma. A Call to Action: Stories of Grief, Loss, and Inspiration,” I share the connection several leaders in Tampa Bay have to mental illness, grief, loss and addiction. Writing this book, and knowing the amazing people featured in it, has been one of the most impactful experiences of my … Read more
