Customer Service 101 The plaque on the wall of our senior vice president’s office had three words: UNDERPROMISE AND OVERDELIVER. It was a reminder to salespeople and others within our organization to estimate conservatively when making commitments. The point was not to simply avoid trouble or to shy away from challenges and aim low. Rather […]
With Gratitude to Christopher Reeve His Legacy The report of Christopher Reeve’s death was the first news item I heard yesterday morning. The newscasters said his legacy was not his acting career, but the way he championed the crusade to find a cure for paralysis. I recalled hearing Christopher Reeve speak at a seminar I […]
True Story One weekend, my husband and I were in the car on our way to run errands. We had tried to fit too much into our weekend and were out of sorts. I was so cranky that I was cranky about feeling cranky but just couldn’t pull myself out of it. Then, while driving, […]
Write Down the Ingredients A financial services professional wanted to increase his confidence level when giving presentations to his prospective clients. I asked him, “When you are confident, what do you notice?” He began to list the conditions for confidence: Being relaxed, having a conversation that is natural and not forced, making a real connection with […]
What I Needed To Hear At the end of this year, I’ll be celebrating one of those ‘big decade’ birthdays. A goal I have is to arrive at my birthday in the best physical condition ever. Part of what this means to me is taking my exercise routine to the next level. I’m on track […]