A few weeks ago I was on a ski vacation in Engelberg, Switzerland and experienced excellent customer service. The longer I work in sales and as a consultant focusing on developing organizations, the more demanding I become when I am a customer myself. And of course, even on vacation I have an open eye for good (and bad…) examples, and want to understand HOW they do it. So here goes: The Angels Lodge – a true customer centric place Even before arrival, we had the first interac

No matter how great the solution, managers often find themselves facing resistance to change among employees. In fact, often managers themselves resist the change, mistaking knowledge on why to change with the actual desire to do so. I often talk to managers that are frustrated by this double challenge, and having difficulties handling both their own doubts and being expected to also handle employees. How does one do that? Firstly, as with all good dialogues, it´s about talki