Highfill Performance Group

Have you heard about the customer service technique of pretending that  every customer you serve is your grandmother? It’s a technique built upon the assumption that you like your grandmother, and it teaches employees to treat customers as human beings with needs rather than walking annoyances that keep interrupting their lives. I would like to [...]

I was irrevocably betrothed to laughter, the sound of which has always seemed to me the most civilized music in the world. — Peter Ustinov I could probably stop this blog article right here and will successfully have made my point, but I’ve spent too many years in Corporate America to be that brief . Years ago, [...]

I have neighbors who lost their male Boxer a couple of years ago. They missed him so much they decided to search for another. They found one puppy in the paper, but the seller backed out when someone made a better monetary offer.  A couple of weeks later Bobby saw another ad for Boxer puppies in [...]

Do you spend a lot of time listing the negative traits of others around you? Maybe you need to stop. Here’s why. In a research study, participants watched a video where an actor talking about an acquaintance. He described negative traits about this acquaintance, such as “he hates animals.” He talked about how this acquaintance [...]

I watched the man shuffle through Penn Station in New York City. He had an old jacket with the lining torn out, and shoes with no laces and rips down the side.

I will never forget sitting down to have a serious coaching conversation with a new employee. His name was Ed, and he had come to my team with years of face-to-face selling experience.

I was in New York City this weekend, eating in an Italian restaurant in Brooklyn with my son and daughter. Outside of our window was the back of a stage, with a HipHop concert in full swing. The three of us have spent two days walking around the city, and we’re consuming our pizza like [...]