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After meeting with business owners that are making fortunes in this economy and with people who are struggling, it becomes clear that TOP difference between these two groups of business owners is their respective attitudes.

Sometimes, since there is so much "news" that tells us how bad things are that business owners forget to look at the big picture.

They hear that there is a crisis and begin to believe it.  Therein lies their downfall from that moment until and unless that belief changes back to reality...

How to Use Scripts to Ensure Consistency in Customer Service

Is your first reaction like that of my clients - scripting doesn’t work, scripting is too artificial, scripting doesn’t take into account different personalities? I’ve heard just about every excuse as to why scripts won’t work; but, as I wean my clients onto the idea and they see their bottom line increasing, converts are made. Here’s how to get started.

The four main areas to consider when writing a script are:

Speaking in a university setting following the end of World War II, Churchill, somewhat prophetically, predicted that with the collapse of some of the world’s military and political empires, the world was entering a new phase.  This new phase, he foretold, would be one where creativity, innovation, ingenuity and personal initiative would rule the day.

Putting together the “dream team” for your business can be as easy as taking an “action” rather than “information approach.” With a plethora of training options open to employers, it can often be puzzling to find the strategies that are going to achieve results.

Today, quality initiatives, superior service, cost of doing business and succeeding at doing business are commonly shared ownership issues. Reliance on individual experience and competencies and even greater reliance on fragmented cross-organizational work units can actually prove prohibitive to achieving these.