Listening Is More Powerful Than Talking

Listen four times more than you speak. There’s no substitute for listening.  Good listeners are not only popular everywhere, but after a while, they’re also quite intelligent. The higher people go in management and the more authority they wield, the less they are “forced” to listen to others. Indeed, the less they listen. In a survey by the research firm …

You Only Get What You Give Away

People crave appreciation.  No one ever gets too much appreciation, and yet appreciation is at the very heart of every strong relationship and every bit of peak performance. Years ago Rodney Dangerfield said “I get no respect.” Perhaps all of us can relate to that feeling at some level. After all, the number one job complaint in the country is …

Goodwill Hunting

Goodwill takes a long time to build; bad will takes just a moment. If you’re in the customer service business, you know that customer satisfaction, enthusiasm, and loyalty are not instantaneous. What is customer service? It is goodwill is built over time and through several acts of kindness. Unfortunately, months of goodwill can be destroyed by three seconds of sarcasm …