I find the notion, “don’t take things personally” offensive and patronizing. Just about everything in my life is personal. My work, my students, my friends, and certainly my family. When my heart is not at peace, my head stops working. We are all … [Read more...]

I am no trained sales expert, but I have spent a career in the selling business. Bait and switch rarely works, and costs everyone more in the long run. When customers feel cheated, they never come back, and spread negative word of mouth. And then … [Read more...]

Five separate customer service interactions in a four hour window and all five distinctively different. The First, polite, sweet, eager to help. The second, disinterested, on autopilot, and  clearly a “punch the clock” worker. The third, rude and … [Read more...]

It’s a small red monkey with red lipstick. The children are encouraged to confide in and tattle to the monkey when their “friends” don’t toe the line, or when they have something to complain about. The children feel better about themselves, and the … [Read more...]