Silent Communication

The face and eyes are eloquent message conveyers.  Someone has estimated that humans are capable of 20,000 different facial expressions.  How do you measure up? The most pleasant, and usually the most advantageous, is a smile.  A smile can be

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Dr. Tony Alessandra’s Go for No! Video on YouTube

                         Leading communication speaker, Dr. Tony Alessandra was interviewed for the Go for No! Video Documentary movie. Go For No is an organization dedicated to helping individuals and organizations overcome self-imposed limitations and achieve breakthrough performance. In his interview, Tony

Hire Smart to Start

After speaking to a customer service representative on the phone, I was reminded of one of my hiring tips. I know some of you reading this would love to be hiring right now and not shrinking your staff. But when

A Winning Image Starts with a Good Self-image

I have a teacup poodle named Vito. Vito is the size of a toaster, but every time I take him for a walk, he never fails to pick a fight with some dog ten times his size. It’s become clear

Final Questions Can Build Customer Loyalty

I recently stopped using a service that was getting $984 annually from me for the last 7 years. I called the local office to check on cancellation procedures and discovered it was amazingly simple. I was told just don’t pay

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Exceptional Customer Service – Podcast Interview with Lisa Ford

A customer service trainer interviews Lisa Ford, speaker and author of Exceptional Customer Service – Going Beyond Good Service to Exceed the Customer’s Expectations.  How can you become more customer-focused?   How do you know if your service efforts are actually

Online Reputation Management – Play Time is Over

We are now reaching an interesting point in the growth of the Web. For the first time, you can run a search on a company or product and you will likely find more information about what other people say about

Thoughts on Labor Day

What does Labor Day mean to America?  Speaker, humorist and poet, Art Holst, shares his thoughts…   The life of a human being, taken in total, is far more than just having things. There is a spiritual side of life

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Thrive during Challenging Times – Interview with Desi Williamson

There’s no doubt about it, we are living through some very challenging times. But Desi Williamson says fear not, there are plenty of things you can do to end up on top. The motivational speaker and author of Where There’s a Will, There’s

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Competing Fairly Reaps the Biggest Rewards

Howard Putnam, the former CEO of Southwest Airlines and Braniff International discusses ethics in business: “Turbulence is inevitable and misery is optional” in business and in your personal life.  Some turbulent situations can be very painful when you stick to your ethics

Find Your Leverage Now! Sales Strategies

Everyone I’ve spoken with recently is doing something to adapt to the fluctuating economy. Some are cutting hours, some eliminating promotional expenses, some laying off or not hiring workers, and some are actually increasing their sales. Yes, I said “increasing

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Having confidence means you believe in yourself and that you trust your own judgment and resourcefulness. In his many books on self-esteem, Dr. Nathaniel Branden defines self-esteem as the sum of self-confidence and self-respect. For him, self-confidence is knowing that

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Focus on True Customer Service in a Challenging Economy

Tough times require a renewed focus on customer service. You will not survive without loyal customers. It may be tempting to lower your price or fees to get a customer but you most likely will attract a customer who is

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11 Powerful Ways to Expand Your Life This Year

1. Define your future. Describe the life you’d like to live. The future you see defines the person you’ll need to be. Identify the traits and qualities you’d like to acquire. Think bigger than yourself. An acorn that only thinks

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Should Sales People Tweet? – Podcast with Scott Klososky

Social networking has become part of our lives and more recently Twitter has vaulted to the top of the list of what’s hot in technology today. Twitter is in the news; in fact many TV and radio personalities are using

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The Pain of Change – Video of Nido Qubein

Nido Qubein came to the United States as a teenager with no knowledge of English, no contacts and only $50 in his pocket. Today he is a prominent business leader and President of High Point University, as well as a

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Corporate Social Media Policy

I cannot stop myself from writing this specific message for you to because I am becoming frustrated that organizations are moving so slowly on this subject. I have been asked to speak to quite a few audiences lately about social

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Times are Tough but not here, not now, not for us

  Times are tough, but not here!   Iran has tough times. Iraq and Afghanistan have had tough times. People who have to walk through land mines to get to their destinations are having tough times. Many parts of Africa

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Inspiring Greatness in Yourself and Others

Motivation vs. Inspiration                              Everyone needs a bit of inspiration now and then. It seems with the challenges many of us are facing in today’s turbulent times, feeling inspired takes more energy than it ever has. What is the difference between

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Customer Service Basics are Timeless

Today’s buzz words in the world of customer service are “customer engagement” and “customer centric”. The concepts are very valid and important to create a relationship with the customer. But as I read the articles I can’t help but think

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