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Developing A Service Culture: A Leader's Guide to Success

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We have all experienced what it feels like to have a memorable customer service moment. It's a moment when your expectations were not only met, but were absolutely blown away. You can make an emotional connection to a business or a brand because of that one experience. ... More »

Got Lemons?

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Do you ever think about lemons? In my work as a consultant, trainer, and coach, I think about lemons everyday. Some would say that the contemplation of lemons qualifies me for psychiatric evaluation, but before you rush to judgment, let me tell you how my thinking about... More »

Influence Skills for Performance Consultants

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Susan, an internal performance consultant in a healthcare organization, is faced with a particularly challenging situation. Steve, a finance vice-president, has requested that Susan conduct a morale-building workshop for managers in his group. Having worked in the organ... More »

What Corporate America Can Learn From Physicians: It's All In How You Treat People

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This article is part of Links Plus, a premium ASTD Subscription.

It is clear that people are less likely to sue doctors whom they believe are acting in the patient's interest and who communicate clearly and kindly. Doctors discovered that good bedside manner is good business. This same principle holds true for business, good corporat... More »

A Day in the Life of a Coach: Some Thought Provoking Questions

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This article is part of Links Plus, a premium ASTD Subscription.

I'm on my way to Philadelphia and wondering if I remembered to let the dog in before I left. Like most people, leaving my house to go to work involves steps and passages, lists and projections, chores and ideas. I like going to work. I've been doing the same thing since... More »

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