Call Center Stress Relief is all about gaining more control. The most stressed call center agents are those who misunderstand the importance of self-control and personal responsibility. Remaining calm is important because it results in rational thinking and a constructive response,…
“This isn’t fair. It’s not my fault. It’s his fault, not mine.” Sound familiar? Employee conflict is a fact of working life and disciplinary action is necessary, because conflict can lead to delays in workflow, substandard work or - even…
Last week's trek ended this year's travel. Every mile was driven - not one airline flight. Today's "high-tech" world can impede the more personal "high-touch" style of time invested with special folks. Thankfully, my travel method simplifies personal relationships. Meeting…
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…
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…
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,…
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…
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 makes sense on hot summer…
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…
