Are your sales reps using questions that prove your rep is uninterested in your prospect or customer? Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked Shep Hyken if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a […]
Should Employers Be Concerned About False References
Should employers be concerned about false references? False references on an application should be a grave concern of employers. We believe that most people will behave in your employment as they have behaved for previous employers. Even more egregious is the act of falsifying your employment application documents. If an individual falsifies your company documents […]
The Difference Between Perception and Reality
The difference between perception and reality is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. Shep Hyken explains the difference in this article. We encourage you to read it closely. First, […]
Federal Safety Board Says Rescheduling Marijuana Could ‘Imperil’ Truck Drivers’ Ability to Safely Operate on the Road
The federal government recently advocated for rescheduling marijuana from a Class I drug to a Class III drug. This may mean that those operating in safety sensitive positions, e.g. truck drivers, airline pilots, etc., may not need to be tested for marijuana. What follows is a summary of an article by “Marijuana Moment”. We emphasize, […]
Can You Rely on a Positive Drug Test to Terminate an Employee?
When can you rely on a positive drug test to terminate an employee? If the employee suggests a reason for a false positive, like hemp use, can you still side with the drug test? A JDSUPRA article about The Sixth Circuit’s decision in Fisher v. Airgas USA, LLC, et al. is instructive. This is a […]
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