Where Great Customer Service Begins

By Michael Timms | January 19, 2016

Despite just about every company claiming that they are “rated #1 in customer service”, there is an abundance of evidence that customer service in general is getting worse, not better. If you’re like most people, you can probably recall your most frustrating customer service experience in a heartbeat. Emotions quickly rush back to the surface…

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The Best Is Yet To Come

By Michael Timms | January 5, 2016

The New Year brings with it a bag of mixed emotions. Excitement, anticipation, renewal, ambition, and revived energy to name a few. But many of us also experience some negative emotions as we enter the New Year. We may feel trepidation as we don’t know what awaits us; regret that we didn’t do more last…

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Making Effective Resolutions: The Essential 1st Step

By Michael Timms | December 10, 2015

Have you ever known someone who is blissfully unaware of the things they do that grate on everyone else’s nerves? If this person is a co-worker, that may be annoying. But if this person is your boss, their unconscious quirks can easily become the bane of your work life. What’s worse is that their lack…

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The First Rule of Management

By Michael Timms | July 30, 2015

If you could choose only one quality that your boss could have which would help you to perform better, what would it be? – to be a good coach and mentor? – to give you regular feedback in a constructive manner? – to support your initiatives? All of these are qualities that anyone would love…

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The True Test of Whether You Empower Your Staff

By Michael Timms | May 26, 2015

Possibly one of the least effective questions you can ask a candidate who is interviewing for a management position is “Tell me about your leadership style.” It’s just inviting the candidate to pluck the answer from the fantasy land of his/her mind. And inevitably the candidate will say something like “I believe in empowering my…

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9 Tips for a Killer Presentation

By Michael Timms | May 12, 2015

The popularity and proliferation of Ted-talks the last decade has caused a revolution in the way people present ideas and attempt to influence others. Traditional PowerPoint presentations have become the arch nemesis of this revolution. Great minds such as Steve Jobs, Tony Robbins, and Simon Sinek are its vanguard. As I prepared for a recent…

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The Single Most Important Leadership Attribute

By Michael Timms | April 14, 2015

Generally speaking, focusing on leadership attributes is waste of time. Contrary to what many leadership authors will tell you, most attributes are personal characteristics and can’t easily be learned. We have learned from Malcolm Gladwell and others that it takes around 10,000 hours of practice (approximately 10 hours of practice a week for 20 years)…

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The 5 Golden Rules of Paying People

By Michael Timms | March 30, 2015

Over the last hundred years or so, companies have dreamed up increasingly complicated ways to pay people.  As compensation practices became more sophisticated, they also became less humane and consequently, less effective. I prepared the following list to help my friends, clients and colleagues get better results from their employees by compensating them the way…

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