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You Need to Know How to Deal With Difficult Customers
By Andrew Rondeau
During your career as a manager, you will have to deal with a
number of difficult customers. Those customers who are unhappy with
the service you and your staff provide. The ‘unhappy’
customer...
Corporate Culture - The Competitive Edge
By Gayle Lantz
You’ve probably seen the news about Google being ranked byFortune as the number one best place to work. Its unique culture
helps the company attract thousands of job applicants each day....
Do Your Customers View You as Trustworthy?
By Debra Schmidt
Because I attend so many events, I have the good fortune ofmeeting and chatting with a wide variety of interesting people.
Sometimes these conversations lead to friendships. Other times,
they...
How to Create a Customer-Focused Team
By Debra Schmidt
There is no magic formula for creating a team of
customer-focused employees. But one thing is certain: it's the
manager's responsibility to create an environment that motivates
employees...
Workplace lessons from the Wizard of Oz
By Dan Bobinski
Many workplace lessons can be learned just by consideringthe characters in the Wizard of Oz. Although author L. Frank Baum
said his books were written to please children and generate income
for...
Avoiding Confrontation Can Cost You Your Competitive Edge
By Mike Cook
Business is a contact sport. For employers and employeesalike, the rules of the game include confrontation and an ability
to participate actively in it. Are you “up to”
competing?...
Mistakes Happen!
By Julie Cohen
Dennis, an accountant, was part of an audit team for alarge corporation. As he was reporting some data findings to his
project manager and the rest of the team, his manager pointed out
an...
Worst Presentation Disasters
By Joan Lloyd
At a recent lunch with an old friend and colleague, we began totell tales about some of our worst disasters in front of an
audience. We had so much fun; I thought I'd share some of the
stories...
A Solutions-Only Policy Builds a Team of Possibility Thinkers
By Debra Schmidt
My first management position started out as a nightmare. I was abrand new employee for a mid-sized corporation and I inherited a
team of eight talented employees who reported directly to me....
Riding the Wave: Problem Solving, Coping and Staying Resilient
By Sherri Edwards
There are many factors beyond a bad economy that arecontributing to some people’s continued unemployment. The
limited number of jobs may only be a fraction of what the problem
is. Let...
Fear is Contagious on the Phone
By Chet Baker
When making a cold-call, a case can be made that anadversarial relationship is about to develop when the caller issues
his/her greeting: "Hello, I want something from you," paraphrased
of course....
Turn Off Your Toys During Meetings
By Debra Schmidt
At a recent sales convention, the CEO of the company walked upto the microphone and stepped into the spotlight to make a speech.
The house lights were lowered for dramatic effect. The room became
dark,...
Some Business Housekeeping Projects to Fill the Holiday Lull
By Joan Lloyd
Is it just me or did the holidays just sneak up on us? Formany businesses, the pace slows down a little as our personal lives
speed up, around the holidays. Here are some ways to take advantage
of...
Spice Up Your Business for the Holidays
By Debra Schmidt
Now's the time to plan how you can create a magical feelingfor your customers during the holiday season. All types of
businesses qualify.
Set up a pre-wrapped item display near the cash...
Dress Code for the Dress Shop?
By Joan Lloyd
Dear Joan:I own a mid-to-upscale boutique for women. Over the years, I have
upgraded our merchandise and have developed a good clientele. I
give the sales associates a yearly clothing allowance,...
Updating Your Employee Handbook? Four Reasons to Hire an HR Consultant
By Mary Gormandy White
Is it time to update your employee handbook or manual? Are youwondering if you should handle the task internally or hire a human
resource management consultant to work with you on the project?
While...
Don't Be Side-Swiped by a Buyout
By Heather Eagar
With various sectors of our economy falling apart left andright, many businesses are closing, or cutting back at the very
least. As a result, thousands of employees each month are being let
go.
Some...
Take stock
By Joan Lloyd
This long-lasting recession has taken its toll in lost jobs,reduced benefits, and most people doing more with less. But as the
economy lifts, there are new opportunities emerging and I want...
When Co-workers Lie
By Joan Lloyd
Dear Joan:How do I work around or deal with a co-worker who lies? The
management knows this person lies but continues to do nothing about
it.
My boss is an owner/executive; he wants to...
Gender Bias in the Workplace
By Joan Lloyd
Dear Joan:I just finished reading your advice to the woman executive,
who sensed a gender bias in her office environment. I am
experiencing the same at my place of work.
I've been a copywriter...


