Many times, customers want to be heard and treated as important even if you can’t solve their concern

Sometimes it seems that it’s impossible to figure out what an angry customer really wants from you and your company. It’s not uncommon for an angry customer to continue to act out, or be abusive even though you’ve actually been able to resolve his or her apparent problem. This doesn’t make any logical sense on the surface, but it’s makes perfect “human sense”.

It is true that customers want their problem or issue resolved, but their anger doesn’t necessarily disappear instantly, when the problem is resolved. That’s because angry customers want some other things — human things, and if they…


It’s often the case that small businesses exist in a market that includes at least one, and often many other LARGE businesses or chains.

On the surface of it, it would seem that the small business is in competition with these giants, but that’s more of an illusion or a poor business strategy, rather than a reality.

Small businesses do not want to compete with the giants on the home field of the larger corporation.

Small businesses have unique capabilities, and can do things big business cannot, particularly when it comes to the experiences customers have.

The key is simple…


Welcome to the fire of an unhealthy workplace. Leadership may be the cure

Summary: Some organizations have climates that are unhealthy for those that work in them. We call these organizations toxic organizations. Within toxic organizations conflict thrives like weeds. Read more about toxic companies.

Toxic Organizations

We can think of organizations as falling on a continuum. One end is anchored by organizations that function well. In the middle we find the average organization that is effective but could be better. Finally, we have the toxic organization, an organization that is largely ineffective, but is also destructive to its employees and leaders.

What Is A Toxic Organization?

A toxic organization shows two characteristics that distinguish it from healthier workplaces. First…


…The traditional approach to customer service sure as hell isn’t resulting in better service, so something different needs to happen.

November 11 is a day to remember and honor those who fought for our freedoms and quality of life, and as such it’s a solemn day, and one that often provokes reflective thinking about our values, the nature of sacrifice and gratefulness, and to ponder what the things we often take for granted. There are really no obvious links between this day and customer service. …


Ted Says: #1 — Are those really Ted’s balls?

Here’s the question that consumes my waking hours: Why would someone post a picture of a testicular ultrasound?

Of sure, it’s not THAT common, but Ted often says things that are either insane, gross generalizations, or genius (where to draw that fine line). He’s an acquired taste.

Yet here we are. There are Ted’s lemons sitting online for all to see. But wait, as they say in those TV commercials. The picture isn’t of HIS balls, but the balls of some stranger he managed to scrounge (or steal) from elsewhere on the Internet.

So now I have two questions: Why…


Verbal and Non-verbal Contributions To Meaning

Poor old Albert Mehrabian. His research on the contributions of verbal and nonverbal components of communication are the most misunderstood, misattributed, and confused amongst all the communications discussions around the world. And what’s worse, they can’t even get his name right. It’s Mahrabian, not Meharabian.

Here’s what is commonly said:

55% of the meaning of communication is body language, 38% is in tonality, and 7% rests in the words themselves.

In fact, Mehrabian’s research said NOTHING at all about the relative contributions in general speech. Nothing. Anyone who took the time to actually look at the research would know that…


Toxic communication is often below the level of consciousness and can occur without intending to harm. Yet, it does harm.

Verbal abuse can take several forms. There’s the in your face yelling and swearing that we are all familiar with. Subtle verbal abuse is a bit different and can be even more toxic because it’s often not consciously intended to harm another person.

Below are ten guiding principles to help you either:

  • Modify your own communication approach to ensure you aren’t habitually (or even occasionally) communicating in a toxic manner;
  • Identify and bring to conscious thought, people and/or communication elements that you RECEIVE from friend, partner, or at work. …

More and more often, employees are expected to contribute to the performance and success of their work teams. While it sounds great on paper, it isn’t all that easy to work in a team, since often team members are different in style, attitude, commitment and work ethic. If you are a work team member, supervise, manage or lead a team, take a good look at these tips and hints which will make it easier for team members to contribute more productively to their teams, and decrease friction among team members.

Stop The Blaming Cycle

Often teams get bogged down in…


Stop creating unnecessary conflict by applying these five takeaways

  • Absolutes (always, never, everyone) are argument starters. They end up distracting both of you from the issue that needs to be discussed, by pushing you to discuss whether that issue happens “always” or “never”. 
  • Fighting back (counter-attacking) and spending time defending yourself won‟t create solu-tions, and may even help to avoid fixing problems. They sidetrack discussions into arguments.
  • Particularly when emotions are involved, the use of YOU phrases will be seen as attacking, or an attempt to avoid responsibility.
  • It’s normal to lapse into more childish methods of dealing with…


Excellent. Lots of examples come to mind, actually who are oft quoted: Steve Jobs, Jack Welsh, and most "gurus" coming from the C suite.

Here's something that complements your post: https://medium.com/management-matters/after-decades-of-research-on-leadership-here-is-the-one-thing-we-know-for-sure-18ef49d6499a?sk=6bfac8a565204c3047884ccb5e3295dc

After Decades of Research On Leadership, Here Is The One Thing We Know For Sure

Robert Bacal

Author, Trainer, customer service, management, performance appraisal,leadership,difficult customers

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