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With the recent passing of George Steinbrenner, owner of the New York Yankees, fresh on our minds, it’s beneficial and timely to take a look at a couple core philosophies and actions that he undertook which would apply to any business. If you start by looking at the outcomes of what he did, you identify […]

When working with a government agency recently, we were planning to customize customer service training content for them. During the course of the training development interviews we conducted, it became clear that customer service training had never been done before at the agency. Customer service skills were not addressed in the organization’s hiring processes. Customer […]

Summer is the downtime for many sports – NBA, NFL, NHL, etc. But for the staff of those organizations, there is no downtime. This is a time to sell for the upcoming season, having completed renewals. But those organizations need to realize this is also the time to learn, to view their existing season ticket […]