Cell Phone Etiquette for Tweens and Teens

Cell phone etiquette for tweens and teens is important so that young people understand when it’s okay, and when it’s not okay, to use their cell phones. View my short video below on cell phone etiquette to learn tips to help tweens and teens use their electronics properly. My first tip, to never have your ... Read More

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Reading and Literacy for Teens: The Critical Success Factor

The importance of reading and literacy for teens can’t be overstated. Here’s a quote from Dana Gioia, Chairman of the National Endowment for the Arts, from the 2007 NEA Report “To Read or Not To Read: A Question of National Consequence“: “The fact that nearly one-third of American teenagers drop out of school is deeply ... Read More

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McCaskill Family Services: Helping teens succeed

Recently I had the opportunity to have coffee with Dr. Pam McCaskill, a well-respected Clinical Psychologist and owner of McCaskill Family Services, with two locations in Plymouth and Brighton, Michigan. As she was talking about her work with children, teens and families, I quickly realized that my idea of psychology and people coming in to ... Read More

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How to greet your customers to make them smile

I’m amazed. Not in a good way. The past year I’ve visited restaurants, hotels, bed and breakfasts, fast-food establishments, car dealerships, grocery stores, retail stores, dentist and doctor’s offices, service businesses, schools, and many other establishments. Except for one or two rare exceptions, they all have one thing in common:  They fail from the very ... Read More

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Red Maple Retreat: A Lesson in Customer Service Excellence

  Not only is the Red Maple Retreat in Milford, Michigan a charming and meticulously maintained vacation rental home for business and family travelers, it’s also known as the place to stay if you want beautiful surroundings AND exceptional customer service. That’s no surprise considering the fact that owner and host, Colleen Kilpatrick, has an extensive ... Read More

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Training New Employees with Customer Service in Mind

Are you hiring one or more new employees to join your company? If so, then employee onboarding and training are likely the first things that come to mind. But the question remains – does your new employee hiring routine include training beyond how the cashier software works or how to clean the counters at the ... Read More

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The Quickest Way to Improve Your Customer Service

The quickest way to improve your customer service? Smile. That’s right. Whether in person, or on the phone (your smile “shines through” the phone line), your smile will, as they say, light up the room. How many times have you experienced an uncaring employee, whether in person or on the phone, who seemed indifferent and ... Read More

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How to help your teenager with social skills: New Parent’s Guide

I meet a lot of great parents at conferences where I’m a vendor. Many, especially parents with teens who have special needs, including autism, expressed interest in a parent’s guide for my book Smile & Succeed for Teens. They told me that a parent’s guide would make it easier for them to help their son or daughter learn and practice ... Read More

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Atypical: Netflix Series on Autism Picks Smile & Succeed for Teens

One of the people working with the Netflix show Atypical contacted me through the wonderful Tatum at Different Roads to Learning last fall and told me they would love to use my book  Smile & Succeed for Teens: Must-Know People Skills for Today’s Wired World as a set dressing in their Therapist’s office. I was very ... Read More

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Customer Service Training for Nonprofits

Customer service training for nonprofits is paramount to ensure your nonprofit succeeds. Delivering great customer service will help you create lifetime donors, meet your mission and objectives and raise more money! According to nonprofit marketing expert and author Katya Andresen in her excellent article, “The great donor exodus – and what to do about it“, the ... Read More

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