Archive for July 2026

“Small details create world-class customer service.” One of the most rewarding parts of teaching a workshop is watching people leave with a completely different way of looking at their work than they had when they arrived. That happened during our first in-person World-Class Customer Service Workshop. I had high expectations going in, but the day…

“The people I work with who are most successful understand they’re taking their experience and using it to guide someone else.” One of the things I enjoy most about hosting conversations is that I never know which question will uncover the biggest lesson. When Lindsay Carlson joined me to ask a few unscripted questions, we…