At the turn of the new year, my own personal picks for maxims to focus on from the Get Real Manifesto were “Mistakes are inevitable; how you handle them reveals your true character” and “You get what you give.” We’re a few weeks in and I’m bringing “Humor and levity do more than break the ice” to the forefront as well.

During the recent holidays I was once again struck by the amount of generic and/or undifferentiated holiday cards, ecards, emails and more in circulation. Now’s a good time to plan more distinctive approaches in the new year. Hint: Valentine’s Day is just around the corner. Here are four tips for client reach-outs that pack a punch.

 

A recent customer service experience reminded me why real empathy is so much more effective than rote empathy, and why we should all choose our words mindfully when we’re attempting it. The lessons in this case stretch far beyond the help desk to anyone in a services role.

 

My mom turns 93 this week (go, Mom!) My interactions with her over the holidays reminded me of a critical lesson for those of us in the business of being influential. It’s what a mentor of mine once labeled, “Being committed, not attached.”