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I have just spent the last half hour trying to complete an online form for my healthcare insurance company to change all my passwords as they sent notice that they have had a breach in their systems. Feeling they were being proactive in sending out this email and appreciating their honesty and transparency in notifying […]
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  Changing a culture doesn’t happen overnight. It takes time to get everyone on board and moving in the same direction. Here are six critical areas that must be addressed in order to ensure a more successful implementation of a new culture into the DNA of your organization: COMMUNICATION: The first step is letting everyone […]
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  What is the secret to staying in business? Knowing that loyal customers are golden!  J&L Hardware owner Larry Finley will tell you 3 things that have allowed him to continue serving customers for over 50 years. While other hardware companies have been swallowed up by the big box discount stores, his store has remained successful […]
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  Last week I had to hire two different service repair companies to fix broken appliances in my home. One company, I will never hire back and will never recommend to my friends.   The other company, I have already told three acquaintances and have hired them to come back and do another project in my […]
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The last couple of weeks have been tough ones for Central Floridians recovering from Hurricane Irma. Trees are down, vegetation has piled up, and everything is starting to have a musty, sulphur-like smell. But most residents are okay to deal with these consequences of the storm, it is the lack of power and internet that […]
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1. Make sure you have insensitive staff. Do this by treating them insensitively yourself. Don’t show any empathy if they are having personal problems, don’t show you care if they are feeling overwhelmed on the job, don’t offer to help if you see they need your support with a customer. So what if the customer […]
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