Episode 158 – Are you caught up in fast thinking?

My husband Mark and I have been watching a fascinating series on PBS called Hacking the Mind.  In the first episode, they talk about slow thinking vs. fast thinking.  Fast thinking is that knee-jerk, lizard brain, flight or fight response and actions.  Slow thinking is pausing, taking time to reflect on the situation and the bigger picture. We’re finding our clients are struggling with feeling overwhelmed and in that “always on” and “respond now” mode.  As our clients’ consultants and partners, we help them come up with solutions to manage the overwhelm.  Listen in as I share three actions you
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Episode 147 – Don’t make me hunt you down

When a problem occurs that affects your customers and clients (and no organization is perfect, so you’ve definitely experienced issues), do you take initiative and reach out to your customers?  Or do you wait for them to hunt you down?  You may have all sorts of reasons for not wanting to broadcast a problem, but is that really in your customers’ best interests? Listen in as Dawn Shuler discusses a recent experience where she had to hunt down an organization to solve her problem, as well as examples of positively taking initiative, even if it meant the potential of a
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Episode 139 – Navigating turmoil

We are in unprecedented times where things are changing, not just on a daily basis, but sometimes an hourly basis.  And then there is the emotional component.  There’s general worry and tension.  Some people are separated from their families.  None of us knows what to expect. Things are constantly shifting, and we’re having to adapt.  That takes its toll. So what about our organizations and businesses… how do we navigate these turbulent waters?  How can we position ourselves (and our businesses) so that we come out the other side stronger than before? We can choose to sink in fear into
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Internal and External Service – Part 2

This is Part 2 of Internal and External Customer Service. In  Part 1, I challenged you to think about how you can up your game with your internal and external customer service. Even though one of our core values is extreme service (not just excellent service, but extreme service), I don’t want to become complacent and say, “We already do such a good job that we don’t really need to do anything to improve. Let’s just keep doing what we do. If we keep doing what we do, and our customers and clients are satisfied, where’s the harm in that?”
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Authentic communication will change your world

Communication is the key to any kind of success – whether it’s business or personal. Connection – authentic connection, that is – is crucial for me… for my soul, personal relationships, and business success. Part of our business success is teaching our clients exactly what to say and how to say it to expand their reach, increase their influence, improve their relationships, and help them grow their businesses, too. What if you could learn exactly what to say and how to say it from the #1 personality-based trainer in the world? Instead of seeing her in a sea of tens
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Remember It’s About Them

I have seen a lot of posted articles on LinkedIn about how we should comport ourselves when interacting with others in business or other settings.  They talk a lot about the do’s and don’ts. Some of this advice is a no-brainer.  Fidgeting/nervous behavior, looking at your phone a lot, and self centeredness are universal “don’t dos.” Others of these statements, however, may not be as universal, and most often have to do with the specific values of the person writing the article.  I read blanket statements like… “Don’t be late to appointments” (although this is definitely a good policy, it
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