The Happiness Advantage

What if you could improve your productivity by 30% without sacrificing happiness? We’ve been told that if you have a good work ethic and work really hard, you can be successful and then you will be happy. New discoveries in psychology say this formula is backwards. If you reverse the order of the formula, you …

Complaints are GIFTS!

When someone gives you a beautifully wrapped package, you say “thank you.” Likewise, thank customers who complain; their complaint is truly a “gift.” What gift has the complaining customer given you? It’s easier to see complaints as gifts by considering what could have happened: • The customer doesn’t complain but takes their business to your …

Listening with Heart

We hear with our ears. We listen with our hearts. In Chinese, four characters create the active verb “to listen,” ears, eyes, undivided attention, and heart. If one essential element is missing—you aren’t really listening. Some people are hard of hearing. Hearing involves perceiving physical vibration of sound waves on an eardrum. Hearing happens unconsciously,