Down South Again
In the above photo, the Dixie Gas & Oil folks wanted to show off their new truck wrap. They were just a few of the hundreds of professionals trained throughout the south during the last few weeks. Today's trade professionals…
The Personal Touch
Personal notes and letters go a long way towards conveying a special message. After a recent client assignment, a personal "thank you" letter arrived in my mailbox. This made for a memorable experience. Watch the below 45-second video about the…
Passion For Excellence
Pat Davison is Delaware Propane's general manager and he REALLY cares about people. What makes Pat so special is that he invests in his employees. I first met Pat at a National Propane Gas Conference in Nashville, Tennessee. His daughter,…
Hundreds Trained!
A recent trek was loaded with activity while serving Eastern Propane and Oil in Rochester, New Hampshire. Hundreds of service professionals were trained in world-class customer service skills. The best companies want to get better! They’re raising the bar with innovative…
Follow Up Skills
When I travel, clients and their employees love to share their own customer service nightmare stories. These might a retail situations at the local grocer or a mishandled phone call. Every story-teller puts their own spin on the tale. But…
Hot Attics & Summer Heat
The summer heat has a dramatic impact on technicians who work in extreme thermal environments. It's vital to stay hydrated and eat sensibly to maintain good physical and mental health. Staying healthy and hydrated is another good soft skill for…
Hot Attics & Summer Heat
The summer heat has a dramatic impact on technicians who work in extreme thermal environments. It's vital to stay hydrated and eat sensibly to maintain good physical and mental health. Staying healthy and hydrated is another good soft skill for…
Gratitude Feels Great!
During a soft skills class at the College of Southern Nevada, students were urged to write about the skills they wanted to master. "Writing about a skill forces a person to think, research, draft an outline and internalize the subject…
Follow Your Vision
Has anyone ever tried to derail your best effort to follow your vision? Negative input causes a person to second guess themselves. Did you ever second guess yourself when others ridiculed your attempts to follow your vision? That vision might…
Being In The Moment
Earlier this year, I learning about being in the moment while speaking at ACCA's annual conference, The IE3 Show, in Washington, D.C. My scheduled speech time was 2 pm, which is the dreaded after-lunch slot. Speeches delivered immediately after lunch…