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Here’s a quote from General George Patton: “Plans must be simple and flexible. They should be made by the people who are going to execute them.” We’ve worked with enough companies to know that employees get irate when they’re told about plans too late or they’re not involved in any way, shape, or form in […]

When my daughter was in elementary school, she had a teacher who gave the kids an assignment – write instructions on how to make a peanut butter and jelly sandwich. Simple enough, right? When the assignment was turned in, the teacher stood at her desk, pulled out a loaf of bread, a jar of peanut […]

It is totally understandable why anyone would feel stress as a customer service representative. You may be dealing with complaints constantly. You have the internal pressure of making a quick call while adhering to a 2-inch binder’s worth of policies. You can hear the pain, the anger, and the urgency in the customer’s voice. You […]