Customer Service | The Leadership Coach™

Are You Punishing Loyalty?

Posted on16. Jan, 2012 by Paul Andrew.

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Maybe you’ve had an experience like this? I called my cable television provider a few weeks ago because I’d seen them advertising some special deals for the holidays. I’ve been with them for a few years, and their hold message repeatedly claims that I’m a “valued customer”. Well it turns out that their advertised rates [...]

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More Transactions Might Ruin Your Business

Posted on02. Nov, 2009 by Paul Andrew.

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It’s widely accepted as common sense that increasing transactions is good for your business, but often it just isn’t true. Have you ever purchased something at a store and got the distinct impression that you were an interruption to the salesperson? Have you received the sort of service that leaves you wondering if that business [...]

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The Four Levels Of Dealing With Differences

Posted on06. Apr, 2009 by Paul Andrew.

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More often than not the struggles we deal with as leaders revolve around the ways in which people are different. Perhaps two team members have very different communication styles or personality types. Or maybe we’re mediating disagreements between middle managers with opposite concepts of what it means to be a leader. People are different, that’s [...]

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Low G.I. Living

Posted on17. Oct, 2008 by Paul Andrew.

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Before you skip this installment (assuming its about better eating)- for the next five minutes let’s agree that G.I. stands for Good Intentions (not Glycemic Index!). What would change in your life if you acted quickly and decisively on every Good Intention? That’s true Low G.I. Living. All too often we go through life with [...]

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We Don’t Stay Workers

Posted on08. Oct, 2008 by Paul Andrew.

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What a dream team you’d have if everyone on your team was a leader. Not just the person ‘in charge’. Everyone. And by ‘leader’ I don’t mean job title, a swanky office, or the where the buck actually stops. I simply mean the sort of team where everyone takes responsibility, works like it’s their own [...]