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Gregg Gregory

Out With The Old And In With The New

By Gregg Gregory One of the great things I like about college sports is the true teamwork. What is interesting is that with more and more players turning professional early and not completing their four years of college, recruiting and keeping the team focused on the mission has become a real challenge for coaches and […]

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Eric J. Romero

Lead Unconventionally and Beat the Competition

By Eric J. Romero Leaders inspire people to do amazing things; the type of things that their followers would not do on their own. With leadership, a vision and competitive advantage becomes reality. The more change an organization is facing, the greater the need for leaders. The more flexible a firm must be to survive […]

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John Tschohl

Learn How to Handle Irate Customers

By John Tschohl Irate customers. No matter how good you are at what you do, what business you are in, or where it is located, you will at some point find yourself facing an irate customer. Maybe a product was flawed, a delivery was late, or a charge was inaccurate. How you deal with that […]

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Esther Francis Joseph

Keeping an Intergenerational Office Copacetic

By Esther Francis Joseph Today’s complicated office structure is made up of several different generations of employees, yet there are two that can be radically different: Baby Boomers (approaching retirement; born between 1946 and 1964) and Millennials (entering the workforce; between the ages of 18 to 30). Each age group is distinct in its own […]

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Farzanna Haffizulla

Conquering a Sick Day

By Dr. Farzanna Haffizulla It’s a crisp Monday morning; your agenda is interwoven with meetings, projects and the usual “catch-up,” from the week past. You awake with shaking chills and muscle pains that feel like you’re being pulsed by a million tiny lasers. Every time you swallow, your saliva feels like gasoline fueling an already […]

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Patrick Valtin

In Hiring, Beware the “Ace of Spades:” Why Personnel Selection is No Poker Game

By Patrick Valtin John was a successful physical therapist. Pressured by the expansion of his practice, he decided to hire an office manager. Alice had the perfect resume – on paper, she was an “ace of diamonds.” She was hired the same day and started the next. What happened in the next 5 months unfortunately […]

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Peter DeHaan

The Trials and Triumphs of Telephone Support

By Peter Lyle DeHaan, PhD I’ve been thinking a lot lately about customer service via the telephone, even more so than usual. There are some things that I am excited about, while others are a concern. On the negative side, consider a large telecommunications company that provides cell phone, Internet, and long distance. Another is a […]

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Peter DeHaan

The Saga of a Telemarketing Failure

By Peter Lyle DeHaan, PhD Last year my local phone company changed. There was much to-do surrounding this news, arriving in the form of frequent mailed communications and email messages and spanning several months. Throughout this, the phone company repeatedly promised that there would be no rate increases — all that would change was their name. […]

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Peter DeHaan

The Total Cost of Ownership

By Peter Lyle DeHaan, PhD I have a love/hate relationship with technology. I love to have the latest, fastest, and most powerful tools and toys, but I hate the time it takes for implementation, requiring that I preempt more important activities to install, fine-tune, and master my new technology. Therefore, I tend to stick with what […]

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Peter DeHaan

Book Review: The Napkin, the Melon & the Monkey

By Peter Lyle DeHaan, PhD Promoted as “a customer service fable,” The Napkin, the Melon & the Monkey is ambitiously subtitled: How to Be Happy and Successful at Work and in Life by Simply Changing Your Mind. Let me confirm that I believe it lives up to its grandiose intention. The inside back cover notes that […]