When it comes to managing expectations, working remotely, especially in an online environment, often generates a kind of manufactured urgency. We’ve been trained – like Pavlov’s dogs – to jump
Being Nice vs Being A Pushover
“That’s not being nice, that’s being a pushover.” I recently shared an experience with my brilliant coach and mentor, Tiffany Han, about a client who had ended a contract with
The Late Payment Dilemma
If you have a business that involves client payments, you’re likely no stranger to the late payment dilemma. Usually, your client has just genuinely forgotten a payment is due, and
Is Your Customer Experience Pleasant or Painful?
Have you ever gotten stuck in a customer experience that resembles falling into a black hole? You go online to a service provider’s website, thinking you can do something quickly
The Importance of Customer Service
Whenever I think of exceptional customer service, it’s usually after I have gone from point A to point B with a particular company or service. It’s rare that I’ll experience
2019: The Year of YOU, The Customer
It’s November, and on our Virtual Collaboration Academy Joint Venture, we’re conducting an appreciation challenge focused on expressing appreciation in the workplace. It’s a time to think through the value
