Messed Up? Here’s How to Make it Right with Clients

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Mistakes happen.  

Deliveries get missed, deadlines slip, and systems break. Everyone wants things to go smoothly, but even clients understand that no company is perfect. What matters is how a business responds when things go wrong. 

Take a mismanaged appliance delivery, for example. The appliance was supposed to be delivered on a specific day and time, but it didn’t show up, and the delivery company never reached out, leaving the customer to reach out to them. Instead of offering an apology, the delivery company scheduled the delivery for several days later.  

This kind of silence and delay leads to a poor client experience and damaged trust.   

Has your team defined the experience you want your clients to have, even when things go wrong? Knowing how to respond when things go wrong puts your team in the driver’s seat and helps defuse a difficult situation. Done right, it can even convert an unhappy client into a raving fan.  Read more

What Kind of Leader Are You?

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A leader, simply, is someone who leads. But there’s more than one way to do it: Some leaders make decisions in a silo, while others delegate and gather input before deciding. 

Understanding your leadership style and how you lead is important for maximizing your and your employees’ potential. Leaders drive 70% of employee engagement, proving your team relies on you to steer the ship. 

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PCORI Fee Reminder – Updated Form 720

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The IRS released the updated Form 720 for the second quarter of 2025, with updated dates and fees on Line 133 for reporting the PCORI fee. The form, with a revision date of June 2025, can be found here.

Employers that sponsored self-funded medical plans that ended sometime during 2024 are required to report and pay the ACA Patient-Centered Outcomes Research Institute (PCORI) fee no later than July 31, 2025. Form 720 should be filed for the 2nd quarter ending June 30th, 2025. 

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The Power and Peril of Mirroring: How to Stay True to Yourself at Work 

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You’re at a dinner party with people you’ve just met. As the conversation picks up, someone across the table mentions their passion for comic books. You don’t read them now, but you remember a graphic novel phase in college and bring it up. You lean in, match their energy, and reference a series you barely recall just to connect with them. The conversation flows, the vibe is good, and everyone leaves the table smiling. 

This is mirroring. In psychological terms, mirroring refers to the behavior in which one person subconsciously imitates the gesture, speech pattern, or attitude of another. Most of us do it without thinking. To find common ground, we reflect someone else’s interests or tone and use that as a bridge to build a connection. In certain environments like interviews, negotiations, or high-stakes meetings, it can be the difference between resistance and rapport. Read more