When I was a new business owner I attended a management seminar, the speaker said something that I have never forgotten. "Your business is as good as your worst employee." What a sobering... [ more... ]

If you're like me, you make a study out of the customer service you receive on a daily basis. You study it, analyze what's happening, and try and learn from the good, and especially the bad. You se... [ more... ]

I've been playing with two metaphors for communication.

The first metaphor: Communication is like stepping on a rake.  When I snap at my husband, he tends to snap back at me.... [ more... ]