When Saving a Dollar Costs You Twenty

My book, Evergreen, was recently named by Book Authority as the #4 Best Customer Service Book of All Time. I was pretty excited when I heard the news. As I quickly scrolled down the page looking at the other books, I completely missed something at first. Then a friend called to congratulate me on having TWO books on…

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Back To Basics? No, Ever Further Back!

A colleague of mine was talking to one of the largest Canadian success stories of the last 20 years recently. They’ve had some turbulent times, but are still a significant player. He asked me for some advice as he prepared for his phone call with some high-level executives and I gave him much of the…

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Hold ‘Em, Fold ‘Em, or Walk? Here’s How To Know

I was talking to a colleague new to the business world who told me he had been working on a new initiative, it wasn’t working as well as expected, and he was getting ready to throw in the towel. I asked him how long he had been doing it for. He told me a little…

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