theBuzz

Thinking Time:  Your Most Important Appointment of the Week As a Shark Tank TV show fan, I just finished reading Robert Herjavec's best seller, The Will to Win. Throughout

Being a leader is not the same as being a manager. Let’s consider how to become a better leader — especially for those who are not lucky enough

This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a

At one time or another, we have all read some list of predictions for the future.  At the start of every year, decade and even century, there are

Shep Hyken Contributing Writer Shepard Presentation What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still

Being weather driven and being weather dependent are VERY different. When you are dependent on the weather for revenue and profits, you are at the weather’s mercy.  None of

When I speak to leaders about the items they want to improve upon, the one item that inevitably makes the list is communication. As my conversation continues, leaders generally

What this means is that when you are exchanging the talent, skill, knowledge, wisdom, experience, craftsmanship, and labor of yourself and your employees, you exchange it at the

Have you heard of the Stanford marshmallow experiment? About 50 years ago, Dr. Walter Mischel conducted an experiment on delayed gratification with a group of young children. The children

Imagine what would happen to your company’s profits if you increased the revenues on each service ticket by just $10 per ticket.  The technician is already there.  Most