Engagement

Customer Service is Actually About the Customer

    Originally published in the Boulder Daily Camera and the Longmont Daily Times-Call.

    “Thank you for calling! Have we resolved your issue today?” “No,” I reply. “You haven’t helped me.” “Okay!” a perky voice responded. “We’ll be sending you an email survey that we hope you will take the time to fill out. Quality customer service is important to us and only by
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    Facilitator Welcomes Party Crasher

      Originally published in the Boulder Daily Camera and the Longmont Daily Times-Call.

      He walked in late, looked around, and took a seat. I didn’t recognize him, but the late-comer seemed quite at home. I continued facilitating the group, but wondered why the stranger wasn’t participating. Finally I sent a question his way. “What do you think?” “I really don’t know what you
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      Relationship Building Takes Involvement

        Originally published in the Boulder Daily Camera and the Longmont Daily Times-Call.

        Why didn’t I know that. That was the question that kept running through my mind as I recently sat through a memorial service for a dear friend. Why didn’t I know that? Why didn’t I know about all of the hobbies he enjoyed, the different lives he touched, the profound
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        Effective Communication Fills Plates

          Originally published in the Boulder Daily Camera and the Longmont Daily Times-Call.

          “What’s a little boy have to do to get something to eat around here?” The question came from somewhere below the crowd. I looked down into the big brown eyes of my adorable son and instantly felt remorse. My son and I had not communicated effectively. It was years ago
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          Communication is a Two-Way Street

            Originally published in the Boulder Daily Camera and the Longmont Daily Times-Call.

            On the roadmap to business success, communication is a two-way street. Communication in one direction entails reinforcing relationships with existing customers/clients and reaching out to new ones. Traffic in the other direction encompasses inquiries, feedback and critiques. Success lies in maintaining a smooth, candid flow in both directions. Business owners
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            “Oops” Moments Can Be Opportunities

              Originally published in the Boulder Daily Camera and the Longmont Daily Times-Call.

              “Oops!” I don’t like to talk about my Junior Miss “oops”, but thanks to Texas Gov. Rick Perry, “oops” moments are in the news. It was painful to watch as Gov. Perry struggled to finish his thoughts during a recent debate. All he could get out of his mouth was
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              In Business It Pays to Ask and Listen

                Originally published in the Boulder Daily Camera and the Longmont Daily Times-Call.

                When my sister-in-law was going through a contentious divorce, she sought counseling to help her over the rough spots. She left abruptly when the counselor asked, “What are you here for?”. Her reasoning: ”If he has to ask me why I was there, he obviously didn’t know what he’s doing.”
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                Business Loyalty is Priceless

                  Originally published in the Boulder Daily Camera and the Longmont Daily Times-Call.

                  It was my junior year in high school and everything was on the line. My softball team was playing for the state championship. Only one thing stood in our way. A tough team. A very tough team. Ellen, an aggressive personality, was on first. The rules banned base stealing and
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