– Written by Natalie Both for the Center for Services Leadership The way you convey a message often has more of an effect than the message itself. When we give presentations or speeches, we know that the way we dress, our facial expressions, and our overall confidence are important in captivating an audience. This is …
– Written by Jack Lechich for the Center for Services Leadership The newspaper industry is an often overlooked part of the service world and has been struggling in recent years due to problems such as the decline in ad revenues via print ads. So when the Salt Lake Tribune made the unprecedented move to apply …
– Written by Natalie Both for the Center for Services Leadership In the service industry, how are some firms able to diversify when they are on the extreme end of the intangibility range? It would seem that the best way to remain successful is to specialize in one service and offer only that. However, recent …
– Written by Natalie Both for the Center for Services Leadership Service providers are regularly told to observe customer’s body language and reactions to a service being offered. What are their facial expressions conveying? Do they seem to be closed off? Are they enjoying the experience or just pretending to? With so much focus on the …
-Written by Jack Lechich for the Center for Services Leadership The green-eyed monster that the character Iago described in Shakespeare’s iconic tragedy is really a metaphor for the building jealousy of Iago’s “friend” Othello. That green-eyed monster has a close cousin (the blue-toed beast?) known as envy. A common way envy enters one’s life is …
