While professionals in the service industry are widely trained for the ability to try and say "yes" as much as possible to a client, there are times we have to say "no." ...

It’s an ongoing refrain, and it’s getting louder.  Timelines for live meeting production and associated budgets are shrinking. And the pressure is still on to deliver on desired outcomes. You need to create experiences that impact...

This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for her to be a “yes, and...” person? It is a valid...