Empathy vs. Compassion

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[et_pb_section admin_label=”section”] [et_pb_row admin_label=”row”] [et_pb_column type=”4_4″][et_pb_text admin_label=”Text”]During my professional life, I have experienced many difficult situations (remember my job in customer service I mentioned this last fall?) Even though I wouldn’t necessarily want to have those experiences again, the wisdom I’ve gained from them is invaluable and I use them as references on how to handle […]

The Answer is Simple

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Ever call tech support for an issue and have the representative start asking you dumb question like:  “is it turned on?”Or, “is it plugged in?”. There is a reason for these questions. They are trying to eliminate the simple issues.  To many of us it may seem like tech support may not know what they are […]

Patience leads to success

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Who ever said that “Patience is a virtue” would not have survived in the  fast paced world of today.  Today’s world moves lightning fast and we are constantly bombarded with information that we need to respond to, react to, and post on Social Media. I am by nature not a patient person and most folks […]

Not My Job

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I just finished a book on customer service in the hospitality industry.  All the lessons in the book can be related not only to every industry, but to everybody.  The author dives into culture, employee engagement and customer value. One of the lessons learned in the book was to help wherever you are needed as […]

Good or Great?

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During a recent conference in Washington, D.C., I saw signs all over the DC Metro touting their Back2Good campaign. It seems their new promise to riders is to become more reliable and more accountable to build customer confidence. While this promise does have merit, why are they only striving to get back to good? How bad […]


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Last week, I had the good fortune of traveling to Lisbon for what I would call an eventful trip filled with ups and downs. To start, my red eye over was not good. Bad weather gave way to a bumpy flight (and even a lightning strike), and I got little to no sleep. After an […]