Businesses are bound to make mistakes and disappoint their customers. But how you build your apology message and your careful attention to executing it appropriately can make the difference between losing those customers or increasing their loyalty. When delivered well, your apology message can improve the customer relationship to the point where it is stronger than if the mistake had never happened — a phenomenon known as the service recovery paradox.

I once interviewed Karl Pillemer, the Cornell sociologist and author of “30 Lessons for Living: Tired and True Advice from the Wisest Americans.” He’d seen numerous studies showing that people in their 70s, 80s, and beyond were far happier than younger people. He was intrigued: “I keep meeting older people — many of whom had lost loved ones, been through tremendous difficulties, and had serious health problems —

The pandemic has forced major changes in how, when, and where people work. It has also bedeviled employers. Due in part to new hybrid and remote-working models, companies are struggling to find objective ways to gauge employee effectiveness—a critical challenge as labor costs have increased and worker productivity has declined.

The future of work will not be determined by technology, but by creating the right mix of education, exposure, and experience needed to develop skills and put them to work, creating a vastly more productive workplace and economy. In this article, the authors recommend a “70/20/10” learning model, in which only 10% of learning comes from formal instruction (education), 20% from social learning or mentorship (exposure), and 70% from hands-on, experiential practice with feedback (experience).

Self-reflection is the gateway to learning from sales experience, for both sales professionals and the people responsible for coaching them. The tricky part is finding the time to invest in self-reflection, but also—and this could be the real reason it happens less in sales—having a reliable way to do it. Sales self-reflection takes learning from experience to a whole new level, extracting the real gems from a sales interaction, and developing valuable skills that can be refined and applied in other situations.

Sales must be a top priority if you want your business to thrive. It's not enough to simply have a great product or service; you need to market it effectively and convince potential customers that it's worth their time and money. As we approach the year's final quarter, business owners across various industries are feeling the pressure to close out the year with high financial numbers.

Surveys. They're supposed to take the pulse of a company's performance through the eyes of their customers. However, they frequently deliver the opposite -- a veiled and biased pile of data that is used only for your monthly performance reports. This happens because many organizations are prone to customer deafness. Surveys are constructed based on what companies want to hear, rather than on what customers need to say.

While it is the sales team’s job to bring in business, simply cranking up the heat to get the numbers you want can produce an environment where stress backfires. Too much stress in any professional situation will mask talent and lead to poor decision-making. Instead of dialing up the pressure, the author recommends leaders engage with sellers in three areas: 1) Focus on creating an exceptional sales experience. 2) Focus on the sales process (not the outcome). 3) Focus on coaching to improve performance.

Back in the early years of this century, the U.K. had gone years without any real success in the sport of track cycling. Then, along came David Brailsford, a former professional cyclist who happened to have an MBA. As an article in the Harvard Business Review recounts, he transformed a team that had won a single gold medal in 76 years of trying into a superpower that won seven of the 10 gold medals available at the 2008 Beijing Olympics and then matched it four years later in London.

Dr. John C. Maxwell has been a public speaker and motivational teacher for more than 50 years. In his new book, The 16 Undeniable Laws of Communication, he shares everything he’s learned from a lifetime of communication. This blog post is adapted from the book’s sixteenth chapter, “The Law of Results: The Greatest Success in Communication is Action.” Good leaders want to influence people to take action, make changes, and achieve goals to make the world a better place.

When providing feedback, we often stand in judgment of others, seeking to impart wisdom or tell others what to do. If we instead frame feedback as an invitation to solve problems collaboratively, we’ll often find that we achieve better short-term results while bolstering our relationship with others over the long term.

Behavior change is hard, but it’s a skill leaders who want to succeed amid near-constant organizational change need to develop. By increasing their self-awareness, committing to change, overcoming limiting thoughts, and deliberately practicing new behaviors, leaders raise the likelihood that the change initiatives they’re tasked to lead will be successful.

The days of buyers relying on sales reps for product information are long gone. Buyers are savvier than ever and have shifted to digital channels to research solutions. In fact, TrustRadius’ 2022 report, B2B Buying Disconnect: The Age of the Self-Serve Buyer, revealed that virtually 100% of buyers want to self-serve all or part of the buying journey. Because of that shift, traditional enablement no longer works. Enablement functions that focus only on sellers are missing a massive opportunity.

In the dynamic and data-driven corporate world, effective communication is paramount, and one of the key tools for this communication is corporate presentations. Corporate presentations are the perfect way to communicate ideas, proposals, and facts to your business's internal audience as well as external stakeholders. In fact, over 35 million PowerPoint presentations are given daily to more than 500 million people.

The Great Rationalization has arrived, and buyers are more risk-averse than they’ve been in a long time. One effect of selling in a more challenging economic environment? Having to make your pitch to larger buying committees that include skeptical, budget-conscious executives. It’s a challenge facing almost every B2B enterprise seller – and it’s a challenge we’re here to help you address.

Maximizing profit and growth should be a top priority for businesses, along with client care. But profit cannot be achieved in your business without making sales. Sales are the lifeblood of a business, and without revenue, your business crumbles. Many business owners fall into the trap of thinking that a lack of sales means a money problem. While yes, not meeting your sales targets will turn into a money problem, I most often see small business owners not knowing how much needs to be sold each month to keep their business afloat.

Before disregarding your likability and attributing any personality defects as something your coworkers just need to deal with, it’s essential to recognize the invisible impact these skills have on your overall performance. Your ability to effectively communicate with others extends beyond solving your own problems. Your proficiency in listening builds trust and establishes integrity. Your friendships inspire others to reach higher and stretch alongside you.

After a vacation, it can be tempting to double down on work in an attempt to make up for “lost” time, or to try to hurry through the time it takes to get back up to speed. Other times, the urge to overwork stems from a well-meaning effort to relieve team members of the extra work they were covering for you, or a desire to demonstrate that even though you were away, your commitment remains high and you’re still valuable to the organization. Whatever the motivation behind post-vacation overwork, it can leave you boomeranging from one extreme to the other, which increases stress and actually undermines your efforts to catch up.

Team and group leadership skill is the next development frontier. Does your team feel inspired and uplifted with you as their leader? Ask them. Engage in a 360-degree feedback process so you can learn about how your team perceives you. Then fix the stuff that doesn’t work for them. Make changes that matter. How strong are you at clarifying roles? How swiftly and compassionately do you offer needed feedback?

As much as it’s your role to set the pace for the team, that can be harder to do for yourself. It is very easy to feel overwhelmed in leadership roles because of the demanding deadlines, the people problems that fill up your day, the second-guessing and criticism, the pressures to do more with less, and dealing with the crisis of the moment. Work can become a three-shift day the morning emails, taking care of problems at work all day, and then the night shift to catch up on reading and writing and responding to more emails.