• Communicating
  • #1 Complaint Regarding Automotive Repair Service

    The automotive business has a history of practices that have made the general public wary of dealing with both repair shops and sales lots. Both repair and sales have a long standing reputation, decades long, of being deceptive. Much of this reputation is well deserved. There was a time where sales people exaggerated the features […]

  • Communicating
  • A Lesson From The Emergency Room

    Delivering exceptional customer experiences requires more than simply being proficient and efficient. We can be proficient at our job. We can know the policies and the procedures. We can carry them out with great efficiency. We can make sure all our ‘T’s’ are crossed and our ‘I’s’ are dotted but still not deliver a great […]

  • Communicating
  • Two Pitfalls Of Talking About Annoying Behaviors

    Over the last couple of weeks I have witnessed a couple of things occur between different sets of people that led to communication difficulties. Both of these are related to communicating things that may be uncomfortable. This generally revolves around behavior of one party that the other doesn’t appreciate. This happens in personal relationships such […]

  • Communicating
  • Tips For Turning A Pessimist Around

    Holding a conversation with a pessimist is a big challenge. Because they are sour on most everything, having a conversation with a pessimist can be very tiring. It takes a lot of energy on our part to keep on guard against being drawn into their negative view of things. Most of use, unfortunately, can have […]

  • Communicating
  • Being Present

    As I become more aware of my own communication weaknesses and observe those with whom I am interacting, I see one habit keeps rearing it’s ugly head. A pastime I have always enjoyed is people-watching. This is a very entertaining activity. Sometimes it is downright humorous. Other times can be a blessing to see the […]