Art or Ordinary? You Decide.

My job title is Director of Service Excellence.  I often get asked about excellence and what I think it means, and the answer informs how I approach my job and it just might change the way you think about yours. The dictionary says excellence is the quality of being outstanding or extremely good.  When I … Continue reading Art or Ordinary? You Decide.

Being the Calm in the Storm

Have you ever been in a situation where you felt like a service provider had no empathy at all?  I’m sure you have, it happens all the time.  Think about the number of times you’ve been on one of those dreaded Help Desk calls and the dull, monotone voice on the other end gives the … Continue reading Being the Calm in the Storm