Yes! Yoga and leadership do go together! In 2016, after practicing yoga for more than 10 years, I wanted to deepen both my knowledge and practice. A yoga studio near me was offering yoga teacher training and I decided to sign up. I participated in 200 hours of training over a six month period and in 2017 I received my certification. I then went on to teach yoga classes in my spare time, while I worked in my corporate america job. Fast forward to 2019, I have since taught more than 250 hours of yoga classes and taken an additional 30 hours of training. AsRead More →

Reducing Customer Escalations Video Series, Episode 1 At times, salespeople overpromise and offer things during the sales cycle that the customer service teams can not implement or support. This often leads to missed dates, customer dissatisfaction and escalations. Why does this happen? How can we prevent it?  In this 60 second video, I share two tips to prevent this mismatch in customer expectation setting from happening. Clearly documented and communicated, product and service offerings Effective exception approval processes Salespeople have challenging jobs. Service professionals have challenging jobs. Let’s work together to avoid customer escalations and improve the customer experience. Want more on this topic? ToRead More →

I recently tweeted, “Being a great leader is not always about doing, it is also about restraint. Take the time to pause, consider thoughts and words, so that the way we express ourselves motivates and uplifts others.” I strongly believe in this statement. Earlier in my career I worked for a boss who held weekly, in person, team meetings. I often found these meetings frustrating, as it seemed like everyone was talking over each other. As soon as someone took a breath, another person inserted his or her thoughts. There was never a quiet moment and not a lot of listening took place. This wasRead More →

Hello blog readers! A few years ago, I published a post on customer escalations called “10 Tips To Master Customer Escalation Management”. At first it got what I would call normal readership with about 700 views per month. But then something crazy happened. In 2018 into 2019 it went viral, and began to get close to 3,000 per month, a 300 percent increase. Customer escalations are a popular topic. Wow! Most of these blog readers landed on my site after using a search engine with phrases like, “client escalation management”, “how to avoid supervisor calls”, “better way to handle escalations” or “how to reduce escalations”. Read More →