Get Your Horses Going in the Same Direction (How to Get More Done)


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horses in summer

I think of people as having horsepower, much like cars have horsepower.

Let’s say, for example, that you as a business leader have 20-horse power. If all of your horses are going in the same direction, that gives you tremendous speed. That is, you’ll work with creativity, momentum, focus and you’ll be supremely productive.

But if your horses are not going in the same direction, you won’t be as productive. If you have 7 horses focusing on your customer experience culture, 5 horses dealing with technology upgrades, 4 horses always stuck in meetings, 3 horses emailing colleagues and employees, and 1 horse whiling time away on social media, you aren’t able to fiercely focus, you can’t move swiftly and you aren’t progressing. In other words, you’re distracted and busy, but not productive.

But if most of your horses were running in the same direction, you would progress and you would progress quickly. So, the challenge for business leaders, then, is focus.

How, then, does a businessperson focus and get all of her horses running in the same direction?

The focus strategy I have been sharing with my clients and mentees over the past couple of years, and the strategy I personally use is to identify 3 high-levels projects you need to be focusing on and apply most of your horsepower to those 3 projects. Everything else is re prioritized or delegated.

If your horses are not going in the same direction, you won’t be as productive

Glenda was overwhelmed trying to tackle several aspects of her contact center. She was designing a new monitoring form and revamping her quality assurance process, researching technology for a phone upgrade, implementing new CRM software, picking out colors for the new wall paint, and trying to boost morale, among many other things.

That’s a lot. And yet, Glenda’s project list probably looks a lot like yours in terms how much she’s juggling. It’s not only a lot; it has her horses going all over the place. Your horses may be all over the field too.

Identify the top 3 projects you need to be focusing on right now

I had Glenda identify the top 3 projects she needed to be focusing on right now. I convinced her that she’d be far more effective if all of her 20 horses could push the top 3 projects. This would allow her to fiercely focus, progress quickly and bring these projects to closure.

Glenda re prioritized the projects that didn’t make the Big 3 and she delegated some of the tasks. Glenda was free to focus. I checked-in with Glenda a few weeks ago and she is making impressive progress on her 3 focus areas.

The Bottom Line:

Get your horses going in the same direction by focusing on 3, no more than 4, high-level projects at a time. Get comfortable re prioritizing and delegating. When you do, you’ll move more swiftly, experience less stress and bring projects to closure on time.

These 3 Tips Will Help You Get Over Your Fear of Public Speaking



Customer Service Keynote

I recently hosted a Train-the-Trainer session with one of my long-term clients. A new trainer will be delivering training courses I designed for the company. I knew her first half-day training session was today, so I called her up to see how her very first training session went. 

“Myra, I was so nervous! My voice quivered and my legs and arms shook. It was obvious to everyone that I was nervous. Can you help me with this?”

That took me back to my very first speech. It was 8th grade Civics class. Mr. McGinty was my teacher. I had to give an 8-minute speech. I was allowed to use up to 5 index cards. I used all 5 all right, front and back. My entire 8-minute speech was written out word-for-word on those cards. I read the speech and nearly died. My hands shook as I held the cards. My voice quivered something terrible. I remember my left leg just would not stop moving.

I assured my client that nervous energy is normal and that most people have a real fear of public speaking. And yes, I could help her with this.

Tips like picturing the entire audience in their underwear usually don’t help with the nervous jitters. What does help? Feeling confident and powerful helps you not feel nervous. But how does one manifest confidence and power?

Here are the 3 things I do to feel confident and powerful in front on an audience, the 3 things I shared with my client when we spoke today.

1. It’s about the audience, not you. When I first started out as a keynote speaker and trainer, my focus was on me. I had to have the perfect PowerPoint. Great energy was spent on having just the right outfit and accessories. I’d always get my hair and nails done before big events. It’s good to look good, but that’s not the point.

Your focus needs to be on your audience. Focus on being fully present with your audience. Deliver value. Engage your audience with stories, small group discussions and humor. When your focus in on your audience, there’s no time to consider yourself and there’s little room for nervous energy. When I changed my focus from me to my audience, my confidence soared.

2. Preparation is everything. The more prepared you are, the more confident you are. I literally rehearse my stories and my full keynotes aloud and I rehearse over and over. Right now I am preparing to deliver a brand new keynote topic in front of an audience of thousands. I have been researching and crafting this keynote for about 10 months. I have reserved the last 60 days before the keynote for nearly daily out loud rehearsals. In the weeks leading up to the event, I will do dress rehearsals with my slide deck. This level of preparation gives you confidence. Confidence is power and keeps you from feeling nervous.

3. Try the Power Pose. I just discovered the Power Pose earlier this year and now I do it before every keynote, training session or important meeting. Amy Cuddy, researcher and professor at Harvard Business School, has discovered body language techniques that make people feel more powerful.

In Cuddy’s research she found that if people stand like Wonder Woman for two minutes, their testosterone (in men and women) increases significantly and their cortisol (stress hormone) drops significantly. What is standing like Wonder Woman, you ask? It is to stand tall with your chest out and your hands on your hips. The Wonder Woman pose, referred by Cuddy as a Power Pose, makes people feel more powerful. People who do the Power Pose for just 2 minutes are more risk taking, think more abstractly and are more likely to do very well in stressful situations, like public speaking.

My client loved the Power Pose idea and she committed to putting her focus on her audience. She felt prepared and when she combines preparation with power and audience focus, she will be amazing. If you get the nervous jitters before public speaking, try these 3 tips and you too will be amazing.

Myra Golden is a customer experience keynote speaker and trainer who travels North America looking for great stories to share, and new ways to help her clients deliver the best possible customer experience.

Details Matter In the Customer Experience


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I don’t like shopping. Yes, I’m a woman and I don’t like shopping.

I should clarify. I don’t like getting out in malls and retail shops, but I do love buying new things. Hence, I do a lot of my shopping online.

I bought the dress, shoes, belt and lipstick for next big keynote online. I get my groceries delivered to my front door. My MacBook was an online purchase. I order a lot of things online.

And I notice things. Like, was the shipment delivered on time? Did the merchant send shipment confirmation? Was my item damaged in shipment? Was shipment fast? Is customer service easy to reach? How helpful is the online FAQ section?

Last week in my grocery order, my can of whole tomatoes was smashed and split wide open, making the tomatoes unusable. These little details, on time or not on time, confirmation sent or not, or damaged goods all makeup the customer experience. Every detail matters.

So, when I got a special delivery on my porch from Williams-Sonoma today, I was surprised and delighted to see how carefully my order was wrapped.

I ordered Pumpkin Bread mix and Pecan Pumpkin Butter. Yummy! I bought these special items for a fall dinner I’m hosting in my home in a few weeks. I opened the box to find my Pecan Pumpkin Butter nestled safely in airtight bubble wrap.


My eyes lit up and I just had to take a photo. The glass jar was perfectly intact. More than that, I was so delighted that Williams-Sonoma had taken the time to carefully secure my glass jar so that I can impress my family with a unique and tasty bread spread during my fall dinner. If only the merchant who sent my canned tomatoes had taken such care.

The Bottom Line

When it comes to the customer experience, details matter. Take the time to identify customer pain points and have an answer to the pain points so that your customers get the best possible customer experience. Also, try to anticipate questions your customers will have and answer those questions proactively. When you do, you’ll surprise and delight your customers and you’ll develop a reputation for a great customer experience.

4 Things Your Agents Can Do To Preempt an Escalation


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Your escalations have gotten out of hand. Agents are frustrated and are sometimes happy to hand calls over to supervisors. Customers feel that the only way to get the answers they seek is to speak to a supervisor. Meanwhile, supervisors are frustrated, backlogged and overwhelmed because all they do is handle escalated calls.

Sound familiar? Yeah, I know it does. Well, I have help for you.

Customers escalate to supervisors for 4 reasons:

  • They think they’ll get help faster/better if they speak with a supervisor.
  • The customer does not feel the agent is knowledgeable or capable of helping them.
  • Customers feel the agent isn’t listening or doesn’t understand the problem.
  • Agents lack confidence to assertively control the call by being direct.

If the goal is to reduce escalations, and certainly it is, we have to position agents as confident, attentive listeners who are knowledgeable and capable of serving customers. In this article I have 4 ways your agents can do just that.

1. Reflect the Brand Promise

I was working with a client recently where agents are put in the position to have to occasionally deny claims. Customers don’t want to hear that their claim is denied and denials are one of the key reasons calls escalate in this call center. I encouraged the agents in a recent training session to start the denial discussion off by explaining what the protection plan does cover and to convey to the customer just how valuable their protection plan is.

Instructing the agents to start off by discussing what the plan does cover and reiterating the plan value ensures agents reflect the brand promise. In order to de-escalate calls, agents have to establish trust with the customer. Reflecting the brand promise helps agents establish trust.

2. Don’t Push

Last week at a Leadership Retreat I asked all participants to choose a partner. I had one person be Partner A and one was designated as Partner B. I instructed partner A to push their palm against the palm of partner B. I did not give partner B instruction to push their palm.

After a few seconds I asked, “How many of you who were Partner B pushed against Partner A’s palm?” Nearly 100% of the people who had the role of Partner B said they “pushed against Partner B.” Then I said, “I asked A to push, not B. Why did you push?” The unanimous answer was, “Because A Pushed.”

Here’s the thing. When we are pushed, the natural response is to push back. As customer service professionals, we have to make sure we don’t push in any way, because if we do, customers will push back. Customers often push back by escalating to a supervisor. That, or they yell, cuss, etc.

How might you be perceived as pushing?

  • Saying “There’s nothing else I can do for you.” This builds resistance and the customer feels they have to push to speak to someone else who can help them.
  • Speaking with a tone that comes across as defensive, irritated or unhelpful is a push for customers. They’ll push right around you to speak to someone they think will be more helpful and pleasant to deal with.
  • A statement like “Look, a supervisor will just tell you the same thing.” This sounds defensive and it is another form of pushing. Not only that, but you’ve planted the seed in the customer’s mind that a supervisor is standing by. The customer will often push back and simply request to speak to a supervisor because the agent has mentioned the word “supervisor.”

3. Be Regretful and Direct

People respect confident people. If a customer respects an agent, the agent is perceived as believable and credible and the call is less likely to escalate. When you have to refuse a customer’s request, do so confidently. Refusing a request directly and with an expression of regret helps you come across as both confident and credible.

Don’t waste time or words, get right to the point, and yet be gentle in your communication. Here’s how I encouraged my client to deny claims directly and with regret:

“I know this is upsetting for you. [pause] I wish there was something we could do. We have to honor the terms of your protection plan. There’s simply no way around this.”

4. Demonstrate That You Are Listening

When customers feel misunderstood or that the agent is simply not listening, they will nearly always attempt to escalate. Be careful not to cut the customer off mid-sentence to tell them what you can’t do or to ask questions. Interrupting customers shows you are not listening. Customers need to be heard and to feel understood. Allow customers to explain their situation to you. When it’s your turn to speak, demonstrate that you are listening.

Here’s an example of not demonstrating that you are listening.

Customer: “I sent in documentation and evidence to prove my case in the dispute, but then today I got a letter in the mail saying you are moving forward with the charge in favor of the merchant!”

Employee: “What’s the claim number associated with this charge on your debit card?”

In this example the employee fails to acknowledge the customer’s emotion, gives no evidence that she’s listening and she jumps right to questioning. The statement is rote and robotic. This pattern of response makes it very difficult for the agent to establish rapport, build trust and to control the call. If customers don’t feel a sense of rapport and trust with agents, they are more likely to escalate. Listening helps agents create rapport and trust.

Here’s a perfect example of demonstrating that you are listening.

Customer: “I sent in documentation and evidence to prove my case in the dispute, but then today I got a letter in the mail saying you are moving forward with the charge in favor of the merchant!”

Employee: “I realize that must be frustrating for you. Let me take a look to see what’s going on here. Do you happen to know the claim number associated with this charge?”

Here the agent uses a statement to acknowledge the customer’s frustration. It’s quick and simple. This acknowledgment allows the agent to begin establishing rapport and it positions the agent as confident and empowered. The customer is more likely to trust the agent and in turn, the agent will have much more control over the call, reducing the risk for escalation.

The Bottom Line

Position your agents to reflect your brand promise, ensure they don’t inadvertently push customers, coach them to speak directly and with regret and get them on their A-Game when it comes to listening. When you do, you will find that they are preempting escalations and your supervisors will love you for this.

How to Talk to Customers: Friendliness, Tone and Connection

*Professional Development Opportunity*

The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.

Learn more about this training video.

Everything Contact Center Managers Need to Know About Quality Call Center Monitoring – On-Demand Video



Quality Call Center Monitoring – On-Demand Video 

Fine-tune your call monitoring program. Pick up vital new skills in quality contact center monitoring.


In contact centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join me for this encore presentation of a blockbuster webinar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program from the monitoring form to measurements to coaching to monitoring methods.

Call Monitoring Agenda: 

In call centers, a solid quality call monitoring program makes all the difference. A poorly conceived program can result in de-motivated agents, frustrated supervisors, wasted time, and no improvements in quality. Join us for this encore presentation of a blockbuster seminar where you get cutting-edge advice on every aspect of setting up or fine-tuning your quality call monitoring program.

The Monitoring Form: Simple tips and tricks that will position you to design (or enhance) your form like a pro! 

  • I’ll explain the five simple and basic components you MUST have on your monitoring form
  • Benchmark monitoring forms from superstar call centers
  • You’ll even get a sample email correspondence monitoring form
  • We’ll examine how to effectively use Yes/No and Numerical scoring

With the discussion and information from the webinar we are ready to get started and have even scheduled our first meeting to get it underway!

Debbie Riley, Consumer Affairs Supervisor, Giant Landover

Taking the Madness Out of the Method: What is the best way to monitor agents?

  • Get answers to your most pressing questions like “how often should we monitor?” and “how many calls do we need to monitor?”
  • Explore the 3 most effective call monitoring methods, including the pros and cons of each method
  • Don’t get left behind…review cutting-edge advancements in call monitoring technology
  • Get more out of your monitoring software: Explore new trends in multiple
  • Get my resource list on the best call monitoring software packages on the market
  • Bonus:  I’ll supply you with a link to 100 questions you MUST ask any and all potential vendors of an automated quality monitoring system…proactively asking these questions can keep you from investing in a solution that is not a good fit for your needs and spare you from many sleepless nights and headaches down the road.

Making Sense of Measurements


  • Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, easier on you)
  • Establish clear, valid and measurable performance standards
  • Find out what’s off limits for measuring in quality monitoring and why

Your seminar has given me the tools to build {a} new incentive program.  I’m sure that my operators will appreciate the scoring process as well as the incentives.  I will appreciate the opportunity to be a better coach.

Jeri Chandler, Ivie & Associates, Inc.

Overcoming One of the Biggest Threats to Effective Coaching and Getting Agent Buy-In to Monitoring

  • I’ll reveal the one –and only- solution to solving the problem of inconsistent coaching among contact center supervisors
  • Explore 7 field-tested and proven tips (straight from the world-class centers of some of my clients) for overcoming agent resistance
  • We will review 8 common objections agents have to monitoring and I’ll tell you exactly how to respond to every one of them

All About Calibration: Getting Every Supervisor On the Same Page: Nipping the consistency challenge in the bud


  • Find out why it so easy for every supervisor to see (and rate) calls differently —and discovery what you can do about it
  • You’ll  get my 6-step easy method for holding productive calibration sessions that will ENSURE consistency among all supervisors who coach
  • Learn to distinguish between styles and standards so that your evaluations are legally sound and fair (not to mention, easier on you)

Exceptional Value

Wondering how my registration fee compares to others? The  Resource  Center  for Customer Service Professionals currently has a seminar available called Monitoring and Coaching for Improved Call Center Performance. It is offered at 8 locations throughout the US at various times during the year.  The cost is $1,475 per person. If you had five supervisors attend, it would cost you $7,375, plus the travel expenses of each supervisor. My webinar delivers the same relevant content for a mere $299 for an UNLIMITED number of participants.

Quality Call Center Monitoring

Fine-tune your call monitoring program

Pick up vital new skills in quality call monitoring 

On-demand. Immediate download. Immediate viewing. Save and have it forever.

Download fee: $299. Purchase now.

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”

Kristy L. Bolen
Project Manager
Carlson Hotels Worldwide

These webinars are offered at $299 each. The entire year can be purchased for $999. (Your year starts when you enroll.) The annual membership grants unlimited access to live webinars by the purchasing company for 12 months, a digital recording of all webinars, and 24/7 access to all archived webinars.

Purchase  a 12-month license – Granting unlimited access for you and your entire organization to all live and archived events for 12 months – $999. 

Or purchase webinars individually for $299 each.

All webinars include:

  • Full webinar digital recording
  • Unlimited viewing within your organization with no expiration
  • Rights to download and save webinar video
  • Rights to incorporate webinar within your Learning Management System (LMS)

Improve the Customer Experience by Coaching Call Center Agents the Right Way


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“My job is not to be easy on people. My job is to take these great people we have and to push them and make them even better.”

~ Steve Jobs

Hire Right

It’s a fact. Most managers don’t give employees the constructive feedback they need in order to develop and grow. Some managers shy away from conflict. Perhaps they hope the problem will correct itself. Many fear getting a difficult to handle response from the employee. We never want to admit it, but some managers want to be “friends” with their employees and this “friendship” keeps them from the giving the constructive feedback their employees need. And then there are those who just wait until the annual performance review to lay it all on the employee.

Why are managers so ineffective when it comes to giving constructive feedback?

It’s simple really. Managers never learned exactly how to assertively address unacceptable performance. And let’s face it; giving constructive feedback about a person’s performance can be a little intimidating.

Sit down with me on Friday, August 28th at 1pm for a 60-minute discussion on how you coach your employees. Here’s what I’m eager to share with you:

  • How to keep top of the mind the fact that your job is to make your people better.
  • The Manager-Tested-and-Proven 6-Step Strategy for Addressing Unacceptable Employee Performance that Myra has taught managers in Fortune 100 companies, contact centers, government agencies, school systems, a spa and a plumbing company.
  • How to nip drama in the bud when dealing with whiners, blamers and negative employees.
  • Netflix managers are charged to keep and develop star talent and give everyone else a generous severance package. What you can learn from the Netflix culture of “Freedom & Responsibility.”
  • A powerful 9-step coaching strategy for coaching calls in contact centers.
  • How to get employees to take ownership for performance improvement using a super-simple 4-step Coaching Through Questioning technique.
  • A short dialogue script for quickly addressing minor performance issues….so they don’t blossom into big issues.
  • Myra’s KFD principle for how to fully prepare for constructive feedback discussions with employees. Using this principle, you’ll be prepared and confident!
  • A 2-minute exercise that you can do at your desk that will instantly boost your confidence by boosting your testosterone levels (this works for women too) and lower your cortisol (stress hormone). Do this quick exercise right before having high-stakes conversations and you’ll have mind-blowing confidence.

After our discussion you will receive:

  • Full webinar digital recording
  • Unlimited viewing within your organization with no expiration
  • Rights to download and save webinar video
  • Rights to incorporate webinar within your Learning Management System (LMS)

 We Need to Talk About How You Coach Your Employees

August 28, 2015 1pm – 2pm ET  

$299 per organization Register

Do These 3 Things and I Promise, You Will Earn Customer Loyalty. Pinky Swear.


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It turns out I am pretty amazing in the kitchen. A few weeks ago I made caramelized veggie skewers with herby couscous. It was good. Like, slap your mama good.

Caramelized Veggie Skewers-with Summer Corn Relish and Herby Couscous

On Saturday afternoon while my husband and son played NBA2K on PS4 and my daughter danced with her earphones blasting, I had my own fun by making crispy citrus tofu with smoky black beans, mango salsa and farro. My husband loved this dish. He said this is his favorite vegan dish. *Chef Myra takes a bow*

Crispy Citrus Tofu 

Most of my life I was just okay in the kitchen. I didn’t get complaints, but I didn’t get a lot of compliments either. But that all changed when I found Hello Fresh. More about Hello Fresh in a minute.

Research my team and I have done has found that customer loyalty is achieved when 3 criteria are met. The service experience must:

  1. Meet the needs of the customer
  2. Be easy
  3. Be enjoyable

If the customer gets their needs met, the company is easy to do business with and the customer enjoys the experience, the customer is likely to be loyal. Not only loyal, but they are likely to share their experience with a friend, colleague or family member.

So, about Hello Fresh. My husband got a $40 off gift card from Hello Fresh when he ordered athletic outfits for our son from Eastbay. I know, a food service gift card from an athletic store. But anyway, he gave me the gift card and I placed my first order with Hello Fresh. I will use as a discussion topic for how to achieve customer loyalty using my 3 points from above. My order below will not flow with the above and that’s okay.

1. Easy Customer Experience

Signing up was easy. With one click I was able to select the vegetarian option. And the following Thursday, a box of recipes and perfectly proportioned ingredients for vegetarian meals was delivered to my door. The service experience so far was easy.

Hello Fresh

The recipes are step-by-step, include graphics and are easy to follow.


I signed up for weekly meal delivery, but I can’t really get meals weekly because of business travel and occasional vacations. When I need to pause meal delivery, all I have to do is click a button on the Hello Fresh app or website that says “pause.” It takes like 2 seconds. Easy as pie.

2. Customer Needs are Met

My goal, or need, with this company was to prepare healthy, gourmet, jaw-dropping good vegetarian meals for my family. I also wanted to reduce the number of times per week we eat out and I wanted to spend less time at the grocery store. Since I’ve been getting meals from Hello Fresh, we almost never eat out. I only have to pick up a few items at the grocery store weekly. My goals and needs were 100% met.


3. Enjoyable Customer Experience

Was my experience with Hello Fresh enjoyable? Oh my goodness, yes! Hello Fresh sends me easy to follow recipes, all of the ingredients, and because the ingredients are perfectly proportioned, there is no waste. I enjoy not having to go to the grocery store as often. I enjoy not spending much money eating out. I enjoy cooking gourmet meals that satisfy my husband and result in lavish compliments. I enjoy the experience of cooking. It’s like creating art for me. Seriously.

After a couple of months of experiencing enjoyment, ease of use and having my needs met, Hello Fresh has won my loyalty. The formula for customer loyalty is simple. Just meet your customers’ needs, be easy to do business with, and make sure your customers enjoy their experience with you, your service or your products. When you do, loyalty will become a part of “the way business is done around here.”

Tonight I made Smoky Black Bean and Caramelized Sweet Potato Tacos.  If you’re interested in having gourmet meals delivered to your door, you might want to give Hello Fresh a try. They offer both classic and vegetarian meals. Save $40 on your first order with my code 5VNUYC at



A man without a smiling face must not open a shop.


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A man without a smiling face must not open a shop.

–Chinese proverb


I took the day off yesterday. My family and I joined my parents at a WNBA game. Our team, the Tulsa Shock, won convincingly. After the game we walked over to a flatbread café and had a delicious lunch.

While sitting in the restaurant I spotted a familiar cupcake bakery. I’d been to this bakery in Oklahoma City a few times. The décor is an immediate wow. It’s a French inspired, pink crazed, whimsical pink boutique. The cupcakes are almost too pretty to eat, yet too tasty not to devour. The taffy is good too.


As we finished our meal and took care of the check, I raved about the cupcake bakery to my mother and insisted that we stop in before heading home. My mother, fully satisfied from our flatbread, wasn’t interested in cupcakes. But I went on and on about the cupcakes, candy, trinkets and décor. Finally she gave in.

We walk into the bakery, nearly empty that time of day, and my energy of anticipation of sweet artistic treats matches the hot pink walls. With a big smile, I look toward the 3 employees up front behind the counter. No one makes eye contact with me. No one smiles. No one speaks.

That was a let down. So, I simply give my mother a tour, pointing out the party rooms and showing off some of my favorite treats. Employees are engaged in conversations with each other. After several minutes I catch up with my daughter and tell her how disappointed I am that no one bothered to greet us. She tells me noticed it too.

I was ready to grab to-go cupcakes for my entire family. And these cupcakes are not cheap. As you know, service is everything to me. Yes, the cupcakes here are freakin good. Yes, the hot pink walls and whimsical details are insanely beautiful. But none of this is good enough for me to ignore being ignored by the staff. So, I say to my mother, “The service here is pissing me off. Let’s go.” And out we walked.

My mother and daughter get me when it comes to service. I have to feel welcomed and a sense of warmth in order to trade my dollars for a product. As I walked out, I thought of the Chinese proverb:

A man without a smiling face must not open a shop.



Bad Customer Service Makes People Cry, Shout and Experience Headaches

Here’s a Great Energizer for Telephone Techniques Training Classes


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In March I facilitated a 2-day Soft Skills training for more than a hundred people for a client in South Dakota. Do you know how hard one must work to keep 100 people fully engaged for 2 full days?

Hard. You have to work hard. And creatively. Of course, one must have endless energy too.

Fortunately I am anointed to engage audiences with boundless energy and stories. But it takes more than that. You have to engage audiences and keep them nearly spellbound. Or else you’ll lose them to their smart phones or thoughts.

I was going into the final inning of this 2-day training in South Dakota. Participants had just returned from lunch. If you’re a seasoned trainer, you know that the hardest part of training is right after lunch. That’s when you are at the greatest risk of losing your audience.

So, here’s what I did. Immediately after lunch I instructed my audience, already clustered in small groups of 8 at round tables, to think of a company. Any company. Small groups thought of all sorts of companies: Wal-Mart, Zappos, a taco restaurant, and pretty much any business you might imagine.

Red Phone

Then I explained to my audience that they would be calling up the company they chose. They would have one person in each small group make the call from their cellphone while the rest of the group listened in on speaker. They were to make a routine customer inquiry. The goal was to look for what made the call amazing, mediocre or poor and then come back and give short presentation to the large group.

Because my audience was large, more than 100 people, I had several groups leave the ballroom and find quiet spots throughout the event center. I allowed 10 minutes for the call activity.

Customer Service Training

After about 10 minutes, I called the groups back in and we heard presentations of horrible customer service calls, WOW calls and lots of unimpressive, but not really bad calls.

This activity served 4 purposes:

1. It got my audience up and moving right after lunch, a time when people might otherwise surf their phones or drift somewhere in their heads. Or even sleep.

2. All audience members were fully engaged. They were engaged in choosing the company, engaged as they tried to figure out where the exercise was going, and they were fully involved in making the call and preparing presentations.

3. Participants learned what a great call sounded like and felt like. In the debrief after presentations, we discussed how we could take the great and apply it to their own calls with customers.

4. People got to hear what bad and mediocre calls felt like. The goal, of course, was to make sure they never left customers with the bad feeling of poor customer service.

Keep your audiences engaged with energizing activities that teach an important point. (This is particularly important after lunch and in the late afternoon.) When you do, your audiences will have more fun, learn more and they’ll think you’re awesome.

Train the Way Myra Golden Trains Using Her Trainer Facilitator Kits!!!

Fully Customizable Facilitator Kits Using the Myra Golden Training Method

Training Kits Available for the Following Topics:

All training kits include:

  • Reproducible comprehensive participant workbook that drives home key points and serves as a reference point long after the training is over.
  • High-impact PowerPoint slide deck that you can use as-is or customize with your logo and specific examples.
  • Detailed trainer’s notes to help you quickly get ready to train.
  • Certificate for free consultation with Myra Golden – Consult with Myra about the philosophy, objectives or delivery of this training program before you deliver it!
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I stayed at the Grand Hyatt DFW. Was it worth $300 a night?


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Grand Hyatt

I missed a connection in Dallas and had to spend the night at the Grand Hyatt. Well, I chose to spend the night at the Grand Hyatt. American Airlines offered to put me up in a very low-budget hotel, or was it a motel? The hotel or motel, whatever it was, was several miles away. It had no onsite restaurants. I was tired. And hungry. This hotel was just not an option for me. Not even for free.

I fly through DFW often and I recalled seeing the Grand Hyatt right onsite at the airport. I looked them up on my MacBook. I loved what I saw when I clicked “About.”

About Grand Hyatt

Expect nothing but the best at Grand Hyatt hotels. The most spectacular accommodations. The most savory dining options. The most eye-opening entertainment. You’ll find our distinctive hotels in major cities and resort locales, right in the center of it all. Our hotels are places to enjoy, to socialize within and entertain on any level you wish.

All our hotels boast dramatic, energetic lobbies, exquisite dining options, state-of-the-art technology, spas, fitness centers, and comprehensive business and meeting facilities.

So throw the wedding of your dreams, plan your yearly conference, or just settle in for a romantic weekend of luxury for two. Our hotels will meet and exceed all your needs throughout your stay.


After checking out the hotel’s restaurants and factoring in the close proximity and wonderful overview on their website, I decided to book the hotel.

The lobby was dramatic and energetic, just as the website said. There were a few guests checking in when I arrived, maybe 3. I’d been in line about 10 seconds when a hotel employee walked up and offered me a bottle of water. He spoke and carried himself with the formality and eloquence of a host in a country club.


My room was the bomb! The window shades ascended the moment I stepped through the door, the lights came up and the television came on. Wow. The bed welcomed me like I welcome springtime.


I appreciated the electrical outlet nestled into the nightstand next to the bed. So often in hotels the outlets are behind the nightstand which can be a little inconvenient.

This was an airport, so the view was limited to airport stuff. From my room I was able to watch air traffic flow in and out of the airport. I rather enjoyed that.


One of the reasons I chose the Grand Hyatt was the dining. Some of you know I am a foodie and a vegetarian, so the dining is the most important thing for me. Before booking this nearly $300 a night hotel, I looked at the restaurant menus. Here’s what I saw before reaching the menu.

Hyatt is proudly offering food options that are good for Hyatt guests, good for the community and good for the planet.

 From natural, local and sustainable sources.

We are always striving to honor the individual requests of our guests.  It’s why our menus feature plentiful, healthful options alongside our more indulgent ones. And our children’s menus encourage them to eat well and be well with right-sized options.  

So no matter what our guests order, a great deal of thought and care has gone into each dish. Our guests deserve nothing less.

I also saw that one of the hotel restaurants, the Grand Met, had vegetarian and vegan options. Again, as a plant-based eater, this appealed to me big time.

My dinner was among some of finest dining experiences I have ever had on a business trip. I enjoyed the Artisanal Green salad, which featured superfood greens, red spinach, carrot, grana padano and Banyuls vinaigrette. Then, for my entrée, I enjoyed the perfect Garden Pasta.


I passed on the $7 bottle of water.

The Grand Hyatt delivered an amazing customer experience – from the dramatic lobby first impression, to the state of the art amenities in the room, to the very fine dining experience with conscientious ingredients and plant-based options. Was this hotel worth the $300 I had to shell out? Yes, yes it was.

Myra Golden is a customer experience keynote speaker and trainer who travels North America looking for great stories to share, and new ways to help her clients deliver the best possible customer experience.


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