The dangers of a “No negativity allowed here” culture

It occurs to me that positive thinking, if not balanced with a good dose of critical thinking, risk assessment, and thoughtful disagreement, can do more harm than good. In a time when the multi-billion dollar self-help industry promotes heavily the idea that negativity is the root of all evil, I believe that this oversimplified message can mislead many people who may end up confusing prudence, risk assessment and disagreement (albeit based ...

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This is why service is a job for leaders

As I write this article, I am in the midst of writing a book on spectacular and luxurious customer service, a research-based manual that companies and individuals can use to transform and improve the way they serve their clients. To be precise, I should say that I am re-writing this book that was almost ready a year ago. The reasoning behind this is that I was struck by the realisation that ...

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Emotional Selling – Rule #1

If one thing drives me crazy, it’s meeting people trying to sell me something, be it a product service, or idea, and doing so without showing the slightest trace of excitement or enthusiasm.

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How to say NO to clients

You don’t want to say "NO" to your clients, do you? But you don’t want to say "YES" either if their requests cannot be met. So how do you solve this dilemma?

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