There is a saying "Get in Line, Stay in Line", basically it means if your start something keep at it until the end. Some people however give up just before the finish line. Below I share what we can learn from Kids when it comes to persistence in negotiation, once you start don't stop. Does No really mean no? Some children left to their own free will, can out last an adult in a verbal argument or negotiation. Kids are built with the extraordinary ability to stay focused on the goal and be so much more persistent than we can be bothered being. This hyper negotiation can happen angrily during a To View More >>

Is it possible there is something to be learned from the Fire Service when it comes to handling customer complaints? I strongly believe so and share that learning here. Scenario: Imagine a car accident on a busy highway, multiple serious injuries and heavy traffic. You know there will be lots of screaming and emotion, and this really is a life and death situation for the people involved. The Question is ... What would you do? The amateur care giver rushes in looking for the sickest person, gets caught up in the emotion and most likely gets themselves injured or killed in the process. Not good To View More >>