Work-Life Balance versus Work-Life Flow

April 20, 2012

I was listening to a interview about Work-Life balance on CBC Radio this week. The conversation spawned from Sheryl Sandberg's (COO of FaceBook) comments that she believes  there is no such thing as work-life balance. In a recent interview, Sandberg shared that she leaves the office at 5:30 every day to be at home for dinner ...

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What not to do if you are running a Customer Service organization

April 17, 2012

I recently booked a flight for my wife on Westjet. For some reason, their website was having a problem and after trying twice, I gave up trying to book online. I phoned their 1-888 number and experienced one of the worst IVR (Interactive Voice Response) experiences of my life.  Basically the system is set up ...

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Self Awareness

April 7, 2012

In my coaching business, I often have discussions regarding the personal leadership skills and styles of the executives with whom I work.  There is a plethora of low cost tools and services available such as Myers-Briggs, Kolbe, DISC, and 360o Benchmarks to help executives or a management team understand their leadership style; both strengths and ...

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Using labeling to productize; Then merchandise your services.

April 1, 2012

A few months ago,I wrote about a client who I helped to create a sales methodology to speed up their sales cycle by developing and selling front end services that substitute consulting revenue for free pilots. Their product was too complex for a simple download and free trial so they were being forced to offer ...

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