Apr 2, 2018 | Consultants' Corner
by Jim Hinshaw On a recent flight from Denver, had a great experience on Delta. As I came into the cabin, the flight attendant made a positive impression. Stephen Chung was alert, greeting each of us individually, had an engaging smile, and you could see in his...
Apr 2, 2018 | Consultants' Corner
By Steve Wiggins The night before his first day on the job as an air conditioning apprentice Kelly lies awake both excited and nervous about how tomorrow will go. Is this the start of a new career for him? What skills will he bring? What mistakes will he...
Mar 1, 2018 | Consultants' Corner
by Jim Hinshaw Erin Jackson is the first black woman to make the U.S. Olympic long-track speed skating team. What makes this an amazing event is the fact that she started on this Olympic quest in September 2017, 4 months before she made the team. She is a...
Mar 1, 2018 | Consultants' Corner
By Brandy Rogers of Service Excellence Training, LLC One of the most important metrics of performance is True Call Booking Percentage. This tells how effective a CSR is at converting a call into a sale. Although many companies do not track this metric, it is a very...
Mar 1, 2018 | Columns, Consultants' Corner
By Lorraine Ball From the first time I received an email marketing campaign in early 2002, I saw the potential. I believed then and, 16 years later, still believe that email marketing is a powerful tool for small business owners. It is an easy way to stay connected...
Feb 1, 2018 | Columns, Consultants' Corner
by Jim Hinshaw Have you ever been really cold? We lived in Colorado for about 12 years, followed our grandson up there when he was 3. But that is another story. I have been outside in -26. Mike and I were on the back deck, he had a cup of coffee in one hand. Told...
