Keep these Three Keys in mind while reading: 1 – Getting the work done is more important than the plan to get it done; 2 – Do what matters most, even if that means reshuffling priorities; 3 – If you do what matters most, everything else will fall into place. In my...
I would appreciate it if you would take a short 10 question survey to help us understand people’s experience with gender/gender expression in professional and customer-service situations. We will provide you with the findings, and I’ll create a set of detailed...
Looking back with regret and looking forward with fear. Happy Monday! But the truth is that we are hard wired to be afraid. It’s part of our survival DNA, and it’s the reason we’re here today. We naturally look to the future with fear, asking what can harm us, so that...
It’s easy for well-meaning businesses to talk about being LGBT inclusive. In my work, I’ve heard clients say “all are welcome here” and “we don’t care who someone loves.” These are both great sentiments to proclaim, particularly when you believe them. But how that...
How much time do you spend training your team on the basics of effective phone calls, from greeting to farewell? I’m not just talking about call centers. I’m talking about anyone at your company who is going to pick up a call and interface with customers. Have you...
