Blog Posts

Zoom Calls Gone Wrong

The 13 Great Tips For Zoom Etiquette   My, my, my, how our work world has changed.   Who would have thunk it?   The COVID-19 pandemic has thrown all of us into one Zoom meeting after another.  So much so that it has created a whole new work phrase:  Zoom Fatigue.  I am sure that many of you have experienced it,  as well as seen many examples of Zoom calls gone wrong.   As such, I thought it would be helpful to research and offer some proven tips for Zoom Etiquette and making your Zoom calls a ...

The 7 Proven Actions Of Great Customer Service Recovery

In any business, things do not always go according to plan.  Mistakes are made and customers get upset.  While this is a business reality, it is how the mistakes are handled that can turn dissatisfied customers into extremely enthusiastic promoters of your brand.        1. Apologize. Immediately acknowledge and accept full responsibility for the error.  Saying something like the following works best to get your customer relationship on the road to recovery: “Thank you so much for letting us know about this mistake.  We are so sorry we made the error and will immediately ...

There Is Always A Workaround: The Importance Of Improvisation

  When the regular audience was stranded at home due the pandemic, the UceLI Quartet improvised, playing Puccini’s ‘I Crisantemi (Chrysanthemums) to 2,292 plants in Barcelona, Spain.     When baseball fans around the world were stranded at home, their baseball teams improvised, filling their stadiums with cardboard cutouts of their fans. World-class organizations around the globe have also improvised as it relates to the whole new world of remote hiring.   Yes, virtual hiring is becoming increasingly popular largely due to safety concerns and the need to social distance.  Many, many, organizations have discovered that hiring, onboarding, ...

Why Your Learning Programs Need To Embrace Diversity & Inclusion

The lessons learned about A Culture Of Learning from when I was kidnapped as a child and brought to an American Indian Reservation. The famous dictionary producer Mirriam-Webster once named “Culture” as “The Word of the Year.”  I am sure that most experts on Employee Engagement were not surprised by Merriam-Webster’s choice.  Indeed, legendary management expert Peter Drucker was one of the first to get it right years ago when he coined the phrase “Culture Eats Strategy for Breakfast.”  While Drucker first said this decades ago, the words still ring very true in today’s workplace landscape, especially ...