Much of the business self-help advice out there is about having an elevator speech and sharing one’s accomplishments. This is completely wrong. To create and nurture relationships with clients and colleagues, it’s important to be engaging and likable. People like people who are open, friendly, and down to earth. People are put off by people [...]
Service quality is a key component in competitive differentiation and customer loyalty. Business clients are looking for a positive experience in addition to a quality product. Research over the past 15 years has repeatedly demonstrated that service quality improvements directly improve profitability (Rust, Zahorik, & Keiningham, 1995; Parasuraman, & Zeithaml, 2002). A cornerstone of service [...]
In my work as a university professor teaching graduate students how to be counselors, the single biggest worry of new counselors was “what if I do something wrong.” As I work with more experienced counselors, social workers, child abuse counselors, sexual assault advocates and victim assistance counselors, the single biggest worry is “what if I [...]
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