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Understanding vs. Empathy

There are few customer service experiences that I dread more than getting a new phone from a cell phone provider. But, I had to recently and, as always seems to be the case, I had issues and needed to call the provider afterward for questions, clarifications, and general assistance to get this “latest and greatest” device to simply make a …

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You Gotta Mean It

The words, “I’m sorry,” can sometimes feel like a true apology or just a great big brush-off. I’m reminded of a time when, long after its due date, a cushion I’d ordered from Pier One hadn’t arrived. For a week the tracking section of the UPS website stated it was “scheduled for delivery today.” After several attempts to track the package online, …

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You Asked for It!

In my work with healthcare and service-industry professionals, I’m often asked for my advice on the concept of “asking for referrals” to build your business. My answer? Sometimes I like it and sometimes… I most definitely don’t. As a customer myself, I’ve been asked for referrals, and it felt natural and sincere so I was inclined to spread the word on behalf …

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Part One: The Healing Power of Empathy

Last week, I spoke on Courageous Conversations on the Smiles at Sea cruise to the Bahamas. I’m not much of a cruiser myself, but I confess that it’s not a terrible day at the office either. At dinner one night, I discussed the concept of empathy and patient communication with a PhD pharmacist who works in Oncology and teaches Residents. …

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Making Business Easy

I love shopping on Amazon and I adore using Netflix for my movies and shows. I’m a frequent Uber patron and a huge fan of CLEAR to scoot past security lines at major airports. I hardly ever actually go to the bank anymore because of the ease and convenience of Chase Bill Pay and Deposit by Phone. All of these …

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Director of First Impressions

Many large companies are creating positions called a Director of First Impressions. As a matter of fact, you can find many job openings on Zip Recruiter with salaries hovering around 40K+ per year. Their job is to design, implement, and maintain ongoing quality control for the first interactions their clients will have when interacting with their company, services, and products …

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Speaking the Truth

After a two-week, multi-leg trip on the road, I’ll be one happy girl to sleep in my own bed tonight. It was a good trip, all in all: A 2-day private speaker’s workshop for a large accounting firm in Dallas, a 2-day private Transformational Training workshop for a large DSO in Wisconsin and a visit with my 2nd cousin and …

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The Knowledge

If you are a fan of right angles and straight lines, driving in London is not for you. The baffling knot of streets, roundabouts with up to eight entry points instead of stop signs, and the fact that you are driving on what we consider the wrong side of the car AND the wrong side of the street turns most …

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Phischon for the Extraordinary

Too often today, we have either a substandard experience with those we do business with or, at best, an ordinary and unremarkable one. It’s rare to experience an excellent interaction and those that could be rated extraordinary are few and far between. That’s the bad news. The good news? It’s pretty easy to stand out in this crowded environment of …

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Making Business Easy

I love shopping on Amazon and I adore using Netflix for my movies and shows. I’m a frequent Uber patron and a huge fan of CLEAR to scoot past security lines at major airports. I hardly ever actually go to the bank anymore because of the ease and convenience of Chase Bill Pay and Deposit by Phone. All of these …