It’s Emotional – Flip the Feeling

https://youtu.be/hu92WRNsMS8 This is the fourth installment of the series “It’s Emotional – Creating an Unprecedented Team and Customer Experience.” I have an unusual perspective when it comes to the emotional impact of this pandemic. My view is shaped by working as a licensed clinical psychologist early...

It’s Emotional – Listen to the Feelings Behind the Words

https://youtu.be/LGJ98lyNIyw Thank you for joining me on this third installment in my series “It’s Emotional – Creating an Unprecedented Team and Customer Experience in the Pandemic.” This series is designed to offer tools to manage your emotions as well as support the emotional journey of your...

It’s Emotional – Honor the Fear

https://youtu.be/KBf3rpIRu3M This is the second installment in my series “It’s Emotional–Creating an Unprecedented Team and Customer Experience in This Pandemic.” This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers. There are days in...

It’s Emotional – Focus on the Hole

https://youtu.be/NlAr2Y-FSdE This is the first installment in my series It’s Emotional–Creating an Unprecedented Team and Customer Experience in this Pandemic. This series is designed to offer tools to manage your emotions as well as support the emotional journey of your prospects and customers. This week’s installment...

Break the Glass – The ABCs of Customer Experience During COVID-19

https://youtu.be/e4Hb9fTlkxw This is the 5th and final installment in my series Break the Glass, where we are looking at what you can do to deliver a positive human experience in this time of great business disruption. (Next week will start a new series on the role emotions...

Break the Glass – Be Surprisingly Kind

https://youtu.be/YhHhekdfY3E This is the 4th installment in my series Break the Glass, where we are looking at what you can do to maintain a positive human experience in a time of great business disruption. Our focus today is on being surprisingly kind. I was fortunate to be...

Break the Glass – Set Expectations

https://youtu.be/M0vKTdSxey0 Thanks for joining me for the third installment in my series titled Break the Glass, where we're looking at ways to take constructive action in these unprecedented times. This week we'll explore the importance of setting expectations for team members and customers alike. We'll also link...

Break the Glass – Anticipate

https://youtu.be/e9yswij8LXc This is the second in my series entitled Break the Glass. If you missed the first installment, at the end of this post, I will tell you how to locate it. Last week we talked about the first of four categories of constructive behaviors...

Break the Glass – Listen

https://youtu.be/kjDvP9aw7U0 If you’re like me, these unusual days are starting to run together. As this health and economic crisis widens and endures, many of the business leaders reaching out to me are becoming increasingly anxious and, in some cases, immobilized. I don’t want that to...

Sharing Not Telling – Gratitude and Hope in Action

https://youtu.be/p1m7DRyvMus I started posting a weekly blog and podcast back in 2005 as I was writing my book, The Starbucks Experience. Since then, I’ve seldom missed a weekly post, which means I’ve produced roughly 780 podcasts and blogs throughout the years. All of my posts have...

Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous

https://youtu.be/HHTx1mRktoM As I start this blog, let’s take a collective breath. No really let’s pull the air in through our diaphragm, fill-up the lower lobes of our lungs, and continue that process into the upper lobes. Now let’s be thankful that we can! Ok, on...

Leadership and Life Lessons Learned In a Pandemic – My Offer of Service

https://youtu.be/RR6YtCx4XMY When lamenting unforeseen and adverse events, my momma Michelli was prone to say, “I would never wish this on anyone, but now that it’s here, what are we to do?” Not surprisingly, during the past week, my mind has searched for “momisms,” “dadisms,” and...

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article