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Archive for September 2009

Building A Relationship Map

Each of us has a prime objective. Mine is creating 10,000 fit leaders by the year 2020. For me, fit leaders are high-potential executives that have developed optimal levels of clarity, confidence, effectiveness and vitality. We run an Institute for Leadership Fitness where we teach 16 unique tools and processes that increase leadership fitness. Successfully… Continue Reading Building A Relationship Map

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Coaching Competencies Drive Client Results

I am spending the afternoon with close to 100 Michigan-based coaches at the Professional Coaches Association of Michigan’s 6th Annual Conference. The focus this afternoon is on 11 different coaching competencies. Attendees watched two Master Certified Coaches (Linda Miller and Barry Demp) work with two different clients in a couple of outstanding coaching demonstrations. The… Continue Reading Coaching Competencies Drive Client Results

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Turning Even the Most Difficult Customer into Your Biggest Fan

My friends, Marilyn Suttle and Lori Jo Vest, have written a remarkable new customer service book, “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan.” This book is filled with real world case studies from companies in a wide range of industries that excel in their customer care. The… Continue Reading Turning Even the Most Difficult Customer into Your Biggest Fan

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