It’s Emotional – Listen to the Feelings Behind the Words
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 prospects and customers. A couple of installments back I talked about…
It’s Emotional – Honor the Fear
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 this pandemic reality that quite literally seem upside down. While disorienting at…
It’s Emotional – Focus on the Hole
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 is titled Focus on the Hole. I take exception with the…
Break the Glass – The ABCs of Customer Experience During COVID-19
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 play in customer experience delivery.) Sales trainers have long championed the…
Break the Glass – Be Surprisingly Kind
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 raised by a dad, who routinely mowed neighbor’s lawns every time…
Break the Glass – Set Expectations
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 expectation setting to the third of the four key behaviors covered…
Break the Glass – Anticipate
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 that this series will cover, namely listening to the needs and…
Break the Glass – Listen
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 happen to you! So, I’m starting this series, which I call…
Sharing Not Telling – Gratitude and Hope in Action
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 followed a similar approach—share two or three thought-starters in about 500…
Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous
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 to lessons from the most challenging week of my career (and…
FREE RESOURCES
The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
