It’s easy to think all customer service is bad since we tend to remember bad experiences and forget good ones.  But, the secret to success in business is to stand out (Seth Godin).  And there are lots of ways to stand out in customer service. Here are four: Set expectations early. Foster a culture of customer service by talking about […]

When you find yourself or a co-worker in a bad mood, remember the gospel of Christ is the ultimate solution. First, the Bible gives our bad mood perspective.  Second, the Bible reminds us we have a God who loves us no matter what.  Third, you cannot get over a bad mood without help, and that help is found in the […]

In the book, “How to Win Friends and Influence People,” the opening chapter drives home that many people think they’re faultless. Dale Carnegie gives the story of “Two Gun Crowley” as an example. Crowley had been parking with his girlfriend when a policeman approached. Crowley shot the police officer. Then used the officer’s gun to shoot him again. Later, while […]

This past year, my daughter and son-in-law signed a one-year lease to rent a house. So, they were surprised when a realtor called saying she wanted to show the house. My daughter obtained the homeowner’s phone number and called to ask why he was selling their home. The owner said he was tired of them living in his house without […]

An entrepreneur called me to seek my advice. His business was deeply in debt, cash flow had evaporated, and he needed to decide whether to persevere or close the doors. This situation required some unconventional questions. So, I asked him, whether he believed God called him to start the business, and what did his wife think? He began crying as […]

We all have blindspots. The point of seeing blindspots in others is not to understand how to help them, but to understand we have the same blindspots. Here are four steps to help you identify some of your most glaring blindspots. Ask your friends to tell you of your blindspots. Spend time away from your comfort zone. Spend time alone […]

Recently, my wife, Kathy, and I were discussing a scheduling conflict when Kathy began raising her voice loudly. It was out of character and seemed unprovoked. After Kathy had a chance to process her emotions I learned what was really bothering her. Through teary eyes, Kathy apologized and informed me she was missing her mother. Kathy’s mother recently passed away […]

As a young banker I took a Dale Carnegie course on “Effective Public Speaking.” The first night we were asked to share why we were taking this course. One person who spoke was a newly appointed union president. Through clenched teeth, and with rising intensity, this man said, “I’m taking this class because when I speak to the members of […]

Harland Sanders had a life full of challenges. Vocationally, Sanders tried the Army, being a blacksmith, a life insurance salesman, and even as a lawyer. Sanders started multiple businesses, but most failed. At 65 years old, Sanders persevered to make one last attempt to use his God-given gift of cooking! By the time he was 73, Colonel Sanders had 600 […]

My son, Jeremy, works at a sheltered workshop. If you think working with your staff takes patience, imagine managing an entire team of adults with special needs who all have individual quirks and challenges! We are so blessed that Jeremy has an amazing boss named John! Due to Jeremy’s autism and obsessions he can be moody at times even to […]