When customers decline a service professional's recommendation, this must be documented for future reference. The person with the best notes always wins. A service professional's paperwork should be complete, especially when customers decline a vital parts replacement. This way, if…
Bryant & Stratton College with help from Wakefield Research reported that a reality gap exists among U.S. adults age 18 to 34 regarding soft skills and employment. Based on the research, 18 to 34 year olds do not understand the importance…
September is National Piano Month. It's a terrific time to merge music and telephone skills. Take a minute to watch the video and enjoy an innovative approach to self improvement. This rendition of Tenderly will make you smile.
“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…
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…
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…
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…