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…
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…
The best commercial mechanical contractors deliver immeasurable value to their clients in terms of peace of mind. Ask a successful property manager about his or her top priority and the answer will likely be: "Happy and comfortable tenants." Unlike residential…
Last week, I spoke at ACCA's IE3 Show in Washington DC. My scheduled speech time was 2:00pm, which is the dreaded after-lunch slot. Speeches delivered immediately after lunch must be energetic, lively and engaging. The IE3 lunch break was from…
Proactive service work is defined as work that doesn’t have to be done today – but if it were done today, then the benefits of less stress, improved customer relations and increased employee morale would ensue. A manager with vision sees how…
Proactive service work is defined as work that doesn’t have to be done today – but if it were done today, then the benefits of less stress, improved customer relations and increased employee morale would ensue. A manager with vision sees how…
Workplace stress creates pent up pressure. This pressure, if not handled correctly explodes into behavior that worsens morale, productivity and communication. The best stress relief remedy is not to get there in the first place. Stress is a choice. We can choose…
Today's audiences want to be part of the presentation. People don't just sit there anymore - they want to be engaged and amused as they learn something useful. Engaged audiences smile more. Mobile phones are rarely turned off during speeches.…
When technicians balance their expertise (technical knowledge) with a dose of empathy, then customers will sense the genuine concern and willingness to help. Both expertise and empathy, along with a positive attitude and a pleasant tone of voice comprise excellent…
Residential service companies provide more than skilled labor. A plumbing and heating technician is given a sacred trust when he or she enters the home of a valued customer. The customer’s home is their castle and they’re only concern is…