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Jul 22, 2026 | podcasts
Right now, and I’ve been watching all these people who say, you know, American workers are the hardest workers on the planet. Oh, come on. We’re not the hardest workers on the planet. The only thing we’re best at is consumerism. We use up more of...
Jul 22, 2026 | podcasts
On to the next one. Expectations. You know, we don’t expect much from our employees these days. Consequently, we don’t get much from our employees these days. Set high expectations. Our expectations are very low. I have a friend who runs the shoe...
Jul 22, 2026 | podcasts
So ask yourself as an organization, are you focused on getting things done or are you caught up in busy work? Ask yourself, do we reward people for staying busy, for activity, or do we reward people for getting things done, results, accomplishment? We have a tendency...
Jul 22, 2026 | podcasts
I’m going to ask you some questions, some really tough questions. I want you to stop and answer those questions, which means you probably ought to have a pencil and paper in front of you, and you need to be ready to write some things down when I ask you. You may...
Jul 22, 2026 | podcasts
Regarding emotions, it’s best to remain rational and calm when we serve customers over the phone. And staying rational and calm is a choice. I have seen service professionals become upset when they serve customers over the phone. And my message is that no one...
Jul 22, 2026 | podcasts
A service professional’s attempt to convey quality, add value, and maximize revenue potential will almost always turn up empty-handed if the vocal rudiments are absent. So let’s invest another minute on pace of speech and reconsider how words per minute...
