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Penny Wise

How to Fire a Customer

How to Fire a Customer

When dealing with difficult customer behaviors, your product or service offering might not always be a match for what our customer needs, or can afford – and that’s ok. It’s not right or wrong, it just is what it is.
Quit Taking it Personally

Quit Taking it Personally

Every week I put out a tip (a Leadership Tip). This week, it’s a QTIP…an acronym for ‘Quit Taking It Personally’. Business isn’t built on emotion, but the people who serve in them are.
Receiving Customer Feedback Effectively

Receiving Customer Feedback Effectively

Decades ago, I would be bothered by one in one hundred evaluations that was less than excellent. Now, I ask for feedback that won’t stroke my ego, rather, will help me create a better experience for the next audience.
Give and Be Rich for Engagement in Workplace Relationships

Give and Be Rich for Engagement in Workplace Relationships

Although the workplace landscape has shifted, workplace culture and relationships are still rooted in human connection and are more challenged than ever.  Rich relationships in the workplace have trust, open communication, and honest feedback, all of which are challenged with a digital approach.  New obstacles to typical workplace conversations are plentiful.
Engage Employees in the NEW Workplace Sandbox

Engage Employees in the NEW Workplace Sandbox

As I get to understand the new workplace sandbox among organizations across the province, something I consistently hear about is that employers struggle with how to engage employees.
I say F.U. to Dealing with Difficult Employee Behaviors

I say F.U. to Dealing with Difficult Employee Behaviors

This Leadership Tip will help you stay committed to the boundaries you’ve established to change behavior.
Difficult Conversations for Difficult Employee Behaviors

Difficult Conversations for Difficult Employee Behaviors

Getting people to do what you need them to do can require difficult conversations, and showing up to those conversation could just be one more stress that you really wish you didn’t have to deal with. This Leadership Tip will help you set and approach those difficult conversations with a 5 step guide.
Set Boundaries that Deal with Difficult Employee Behaviors

Set Boundaries that Deal with Difficult Employee Behaviors

In the last couple of weeks, I’ve shared a 4 Step Approach to Dealing with Difficult Employee Behaviors to help managers and supervisors understand what employees want and need most. I mentioned that the steps in the cycle can be entered at any point but all of them should be completed.  This Leadership Tip will help you set and assert boundaries, and understand the role that they play in conflict resolution.
One Step to Deal with Difficult Employee Behaviors

One Step to Deal with Difficult Employee Behaviors

Last week I shared four foundational steps that I’ve been teaching for years to help managers and supervisors deal with difficult employee behaviors. This Leadership Tip takes a deeper dive into Giving and Receiving Effective Feedback, and the benefits and that you will gain for both.
Four Steps to Deal with Difficult Employee Behavours

Four Steps to Deal with Difficult Employee Behavours

Here are some foundational steps that I’ve been using for years to teach people how to deal with difficult employee behavior.