To Tell or Not to Tell?


Sometimes patience is required when dealing with customers!

I am and have always been, passionate about customer service. Even before I started speaking and consulting about the subject, I have been militant about it. Business is too difficult for us to accept poor service. I believe we owe it to companies we care about to give them accurate feedback on all aspects of the service we experience with them. Granted, this is easier when we can give positive feedback. It is much more difficult when we think we should give the feedback, and it is negative. So, is there a way to give negative feedback that is more likely to be heard, and acted upon? I am not sure, but I have found some principles to work for me.  Continue reading

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What Really Matters

Many people in NC and SC have suffered through the effects of Hurricane Florence in the last week. While I am writing this, there are some who are still being evacuated even now due to rivers cresting. For some, it will be a long time, if ever, before their lives will return to normal. At times like this, it behooves us to remember what is really important in our lives, what really matters. As I think about this, I am convinced that there are three things that are most important, and these “things” are not tangible items that can be lost in a hurricane. Other things could be mentioned, but these three are most important. Two of these are related to the connection between oneself and others, and the third is more individual in nature and relates to connection with oneself. Continue reading

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Waiting on Hurricane Florence

As I write this, many people up and down the U.S. East Coast are preparing for and waiting for the largest hurricane that has occurred in many years, Hurricane Florence. Florence is about twenty-four hours away from making landfall, and it is assumed that landfall will occur at Wilmington, NC. Many other areas will be also be affected. Mandatory evacuations are already in place in several NC and SC areas. Our primary home area, Raleigh, NC, is expected to have much rain and wind, and likely significant damage and power outages as a result of those. Our beach property is too close to the hurricane’s expected landfall for us to avoid significant damage there. So, we like many others are on edge, not knowing what the outcome of this weather disruption will be. Continue reading

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St. Maarten/St. Martin Post Hurricane Irma


A rebuilt restaurant on Orient Beach 

Mike and I are in St. Maarten/St. Martin this week, one year after Hurricane Irma devastated the island. We were here when Hurricane Irma came through and wanted to come back and see the island while it is recovering. I also wanted to finish the last section of the book on the hurricane experience and lessons learned and seeing the island at this stage is a part of that. Continue reading

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What Difference Does a Year Make?


Our daughters and granddaughters and our Welcome Home sign that is still up, almost one year later.

Mike and I travel to St. Maarten on Saturday, to see how our precious island has recovered from Hurricane Irma. We will be there for the first anniversary of the hurricane, September 6. We lived through that hurricane and want to go back and see how the island is recovering. We are not able to stay at our place since it will not be reopened until at least October.  We will be staying in a part of the island that was not as damaged as was ours. Continue reading

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Change Changes Us


St Maartan Devastation

One of many photos of Hurricane Irma’s wrath in St. Maarten

Yesterday marked the one-year anniversary of Hurricane Harvey’s assault on Houston and other areas in Texas. September 6 is the one-year anniversary of Hurricane Irma’s attack on St. Maarten. Many areas in Texas have recovered well from Harvey, while others haven’t. And while these two anniversaries are remembered, Hawaii is bracing for the arrival of Hurricane Lane. Continue reading

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The Most Important Change to Make

Jim Rohn, considered by many as America’s greatest business philosopher, said many things worth remembering. His quote, “Work hard at your job and you can make a living. Work hard on yourself and you can make a fortune,” is on my mind lately. I am writing a book on Change, and the change that I am writing about is changing me. The stimulus for this latest change effort of mine was several major experiences in 2017, the latest of which was living through Hurricane Irma when it hit St. Maarten on September 6, 2017. A quote that came to me during that major life experience was, “When I thought I was going to die, I decided to really live.”  What “really live” means for me is still evolving. I have, however, made several changes that make my life more satisfying. More about those later. This post isn’t really about me, or my latest book. It is about the insight that can hopefully be of benefit to you. Continue reading

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