A manager once asked me, dead serious, “Can I get sued for telling a customer to calm down?” (I said “Probably not. But also… maybe don’t.”) Retail conflict isn’t rare. It’s everywhere. Expired coupons. Bag fees. The eternal quest for “the manager who promised me a free candle.” And every time it happens, I watch …
How to Deal With Difficult Customers in Retail (5 Ways) Read More »
I LOVE my dry cleaner. I don’t bring in much, so the fact that they know my name, my last order, and even the last place I traveled every time I walk in is remarkable. But when I say “they,” I mean one person: the owner’s daughter. She’s in college, works full-time, and is always …
What Emotional Intelligence Looks Like in Customer Service Read More »
This article shares 8 ways to practice a customer-first mindset in customer service, especially when you’re having a rough day and the last thing you feel is patient. We’re not talking about forced positivity or fake-it-till-you-make-it advice. This is about real emotional skills. The kind it takes to stay calm, stay kind, and keep going …
Customer-First Mindset: 8 Strategies for Hard Days at Work Read More »
Turning Age Diversity Into a Strength: 4 Strategies If you manage to bridge these gaps, it will make your organization more innovative, agile, and competitive. “Multi-generational diversity (…) enriches the lives of employees in myriad ways. It fosters creativity, innovation, and problem-solving, making organizations inherently happier, more productive, and more competitive in their industries.” – …
4 Strategies for Managing a Multigenerational Workforce in 2025 Read More »
I recently ended up in the middle of a political conflict completely by accident. An argument that had started before I arrived had been put on hold to “get the manager.” And when that person came back, the argument was picked up with me standing in the middle (literally). Something like “You’re in America now …
People Talking About Politics at Work? Here’s What to Do Read More »
I often see leaders—even good ones—let high performers get away with toxic behavior because they “get results.” I get the temptation. I really do. I like hitting numbers too. But… you know what else these high performers get? Distrust, resentment, and disengagement (i.e., underperformance) from everyone around them. I see it all the time. You’ve …
Trust in leadership is at an all-time low. Only 46% of leaders trust their direct managers, and fewer than one in three trust senior leaders, according to HR consultancy DDI. Worse, 61% of employees believe business leaders use deception. And it’s not getting better. GALLUP data shows trust in business leadership is trending down, not …
How to Build Trust in a Team: 5 Effective Ways for Leaders Read More »
I recently interviewed a new team at an underperforming business. I asked them what they would need to do to move the needle. They sort of looked at each other and laughed. I probed. “We can’t go to our Managers for support. They mock us, and often just make things worse. We know we could …
What Makes a Company a Great Place to Work? [Top 4 Attributes] Read More »
This month, I had the privilege of working with a few new business clients. It’s always thrilling (and just a bit unnerving) to enter a new workplace. Who will I meet? What will I see? Will I be able to bring revolutionary insights that help them grow and profit? The culture is already established; the …
How to Leverage Outsider Thinking for Workplace Growth Read More »
Updated Jan 13, 2025 Workplace conflict costs U.S. businesses a staggering $359 billion annually—a statistic that highlights just how common and costly disputes have become. Employees spend 2.8 hours per week on conflict resolution, and unresolved disputes affect everything from turnover rates to productivity. And yet, 72% of organizations do not have a formal policy …
15 Essential Workplace Conflict Statistics for Leaders Read More »
