When Your Staff Feel Great, Your Customers Feel It Too!
"It's common sense. When people feel great about the place where they work... they provide better customer service." - [...]
Six Principles and Strategies for Influencing Without Authority
“People will dutifully obey a person in authority. But they’ll passionately follow a leader of influence.” To [...]
Humility, Vulnerability and Influence
Michael is one of my childhood friends. Someone I’ve known since I was in Primary 1 in Malaysia [...]
Consistency Over Intensity
One of the coolest ideas I was reminded of today was that of “consistency over intensity.” Dan Millman, [...]
10 Priorities of the Transformational Leader
Today, effective managers have the traits of transformational leaders, able to engage and inspire their team to invest [...]
Taking The First Step
One of the greatest blessings in doing what I do is having the ability to travel—seeing places and [...]
High EQ Strategies for Defusing a Situation with Difficult Customers
No matter how good your business or customer service level is, your ability to competently and confidently defuse situations [...]
7 Strategies for Communicating to Create Assurance
Projects introduce uncertainty. Once a project has commenced, change is often also the norm, brought about by a dynamic [...]
If we could see what’s going on in other’s lives
[Emotional Competencies1: Empathy, Service Orientation] Came across this video yesterday that I thought you might enjoy. It is 4 [...]
Leading Profound Change with Vision and Conviction
One of my dreams is to step foot in as many countries as I can in this lifetime, [...]