Mother Duck and Ducklings, a photo by Myra Golden on Flickr. Last Saturday my family and I enjoyed a fabulous lunch on the river and after lunch we strolled along the river and watched the […]
Customized Engaging Online Customer Service Training
Slides and Videos from my Keynote at Contact Center Association
In a couple of hours I’ll be on a plane to Orlando. I’m headed off to speak at the Contact Center Association conference to present my Zappos keynote. For the reference of my attendees, I […]
Aubrey at Starbucks Impressed Me This Morning
Starbucks on my Patio, a photo by Myra Golden on Flickr. I have two kids who keep me busy, and there is always something needing my attention with my business. So, I spend a lot […]
This is How I Chose to Wind Down After Today’s Amazing Workshop
White Duck on Bass Pro Shops Lake, a photo by Myra Golden on Flickr. It’s been a tiring couple of days. Our team worked late into the night last night preparing for a big workshop […]
Fiercely Focus on Someone Today. What You See Might Surprise You.
After a wonderful dinner at my parents’ house on Easter Sunday, I went for a solo walk in my mother’s garden. When I spotted my mother’s patch of white tulips, I ran to my car […]
2 Free Google Tools to Help You Monitor Your Company’s Online Reputation
In the world of social media, your company must be diligent about monitoring and managing its online reputation. Certainly you can pay a firm to manage your online reputation, but you don’t have to. Here […]
Rejection Hurts. Real Talk.
When I feel stressed or overwhelmed with work, I often pick up my camera and go. This morning I went to a park by the river to take some shots of a waterfall. While I […]
How to Make the Most of the Bench Position – in Basketball and Business
(My daughter sits on the bench during a family game of basketball. She doesn’t like this picture because she’s not smiling, but I think it’s cute.) Many of you know that I’m a die-hard Oklahoma […]
Here’s Why You Need to Let Your Employees Cool Down After a Busy Period
My son cooling down after a family game of basketball Sunday afternoon I started running a little more than a year ago. The running training program I started with insisted on a 5-minute cool down […]
Chick Fil-A WOWs During Lunchtime In the Pouring Rain!
Chick Fil-A wowed my friend Allyson once again. Allyson texted me this: “I’m at Chick Fil-A and amazed once again…it’s pouring rain and managers are outside in fluorescent raincoats, umbrellas, headsets and taking orders. Brilliant!” […]
De-escalation Training for Customer Service & Soft Skills Training 