Issue 53 [ISSN 1712-468]


How much easier it is to be critical than to be correct.

Benjamin Disraeli, British Politician
1804 – 1881

Register now:
September 18-20, 2008 in
Vancouver, BC


A fabulous investment of my time—and time is my most treasured commodity. It has stretched me personally and given me tools to build credibility and results for our clients.

Linda Maul
Creating People Power


Secrets of Sucess Journal
This 40-page PDF outlines and provides a summary of most of our 100+ resources. It also provides valuable articles that you can re-purpose or forward to others.

My Source Experience - Journal

My Source

Online Personal Style Indicator

Online Job Style

Online Entrepreneurial Style and Success Indicator

Online Values
Preference Indicator

Online Stress Indicator and Health Planner

Online Self-Worth Inventory

Online Leadership Skills-Self Inventory

Online Sales Style Indicator

Online Instructional Style Indicator

Online Learning Style Indicator

CRG´s Licensed
Associate Program


This is YOUR newsletter! If you are using our tools and have a unique story, idea, or suggestion to share, let us know:

We look forward to hearing from you! Please direct your questions and correspondence through our Website.
Contact us.


Leading the Way is a free ezine published by CRG Consulting Resource Group International, Inc. Copyright 2008.


Focus on Professional Development

Is The Customer Always Right? Absolutely not!

Right: Conforming to facts or truth of, relating to, or constituting the principal or more prominent side of an object; acting or judging in accordance with truth or fact

Is the Customer Always Right? No!

For years, the customer is always right was used in customer service training programs. I even used it as a base in our customer service programs. I have long since abandoned that nonsense.

That´s not to suggest high levels of customer service are not important. They are, but customer service must be taken in context.

Let me explain.

The challenge with the customer is always right means your organization will be in constant flux—busy responding and adjusting to please others. If you were to follow that flexible philosophy for any period of time, your organization would end up controlled by the opinions of people on the outside looking in. Your corporate vision would blur in your attempt to meet the fleeting needs of a few.

What if your clients started to demand exactly what your competition was offering and you changed your business model to follow suit? Soon your unique organization would be just like the others.

In the international bestseller Blue Ocean Strategy, the authors discuss the fact that many companies intentionally choose a different path from the competition and offer their services in a distinctive way.

That´s what CRG has done.

Some people don´t understand that our tools are based on an assessment model, not a test model. We don´t provide tests that are done to a person, as other providers do.

The CRG Difference

  • We work with participants.
  • We focus on development and awareness of the individual.
  • Many of our assessments are based on an Ipsative design methodology, where the measuring scales are interrelated (please see our Professional´s Guide for more details). That provides the option to establish face validity, not predictive validity.

Yet many physiologists—in spite of their education—insist on a predictive co-efficient before they will consider using our tools. That´s not possible in our design. The critics simply don´t understand and continue to be disapproving even though

  • 80% of professionals switch to CRG tools, and
  • participants much prefer our approach over other options such as MBTI, DISC, or True Colors.

Do we adjust our strategies because a potential customer demands another methodology? No. That would be contrary to our core values. We want to keep the focus on developing the person, not on renovating proven CRG assessments—they are producing excellent results for people all over the world.

What about your organization? Have you changed or compromised your vision or values because the customer is always right?

Customer service is very important to the success of any organization, but it must be put into context.

  • You should be as responsive as possible to customer feedback around tactical and operational elements, such as ordering and using the product or service you offer.
  • Be very guarded, however, about implementing customer feedback when it is strategic in nature. That could take you in a direction you don´t want to go.

There are many theories for building a successful organization—profit or not-for-profit—but the corporate vision must remain solidly with the leadership of the business!

Focus your energy on clients who appreciate your organizational model and work at attracting the type of employee who can support it wholeheartedly.

Even though we all want everyone to revere our efforts, that expectation is unrealistic and dysfunctional. For the most part, no organization can meet the needs of everyone. Let´s stop fooling ourselves that it´s even an option.

Get over it and get on with it.

CRG´s 3-Day Train-The-Trainer
Certification Workshop

Find out why CRG's Personal Style Indicator is preferred by over 80% of professionals who—once they attend this CRG workshop—no longer feel comfortable using alternates like MBTI, DiSC, or True Colors.

If you are a leader or an independent/internal professional developer desiring to make a difference in other people´s lives,
this TTT event is for you!


To have credibility using our transformational resources with others, you must experience the power of our processes first hand.

You will . . .

  • Realize the key factors of why 80% of individuals dislike their job or work—from feelings of mild irritation to loathingand what to do about it.

  • Learn a simple- yet -powerful strategy to immediately accelerate others´ success.

  • Become aware of how to instantly increase your credibility and effectiveness with others and how to teach others to do the same.

  • Discover why over 85% of professionals prefer our assessments and switch from the competitions´ resourcesand why CRG tools are far above all the others in the marketplace.

  • Understand the importance of a holistic and congruent development model and how CRG´s family of 100+ resources fulfills this critical principle.

  • Identify how to incorporate CRG resources to provide solutions for the people in your specific client group—to meet or exceed their needs.

  • Believe that by attending this event, you will instantly increase your value and your capabilities for serving your constituents.

. . . and much more.

You´re in great company with CRG!

In the past 30 years, over 1 million people—in more than 20 countries and 8 languages—have already experienced The CRG Difference.

CRG´s resources have had the privilege of helping build and holistically Enrich People´s Lives—individuals, families, educational institutions, small businesses, associations, and Fortune 500 companies.

Register now
for a TTT event in Vancouver, BC.

September 18, 19, 20, 2008
February 19, 20, 21, 2009

Space is Limited.

If you are interested in knowing more about this transformational program, please contact Carol.


Toll-Free in North America:
International Clients:
604 852-0566

Download the TTT PDF!

The $1200.00 worth of materials included with the TTT and our Risk-Free Guarantee ensure you lose nothing and gain everything!

Take yourself and your organization to the next level.
Attend our TTT session!

Note: If you qualify for the Alumni rate,
you can participate at less than our cost!

Upcoming Events

CRG's Train-The-Trainer I

Where: Vancouver, BC
When: September 18, 19, 20, 2008

Ken Keis Presents "Building Relationships With Style" and
"Why Don´t You Sell The Way That I Buy?"

Where: Vernon, BC
When: Saturday, September 27, 2008
Register: Private Event

Ken Keis Presents "Assess for Success – Creating Greater Value in the Workplace" Advanced Administrative Professional´s Forum

Where: Vancouver, BC
When: Monday, October 6, 2008
10:30AM to Noon

Ken Keis Presents "Assess for Success – Creating Greater Value in the Workplace" Abbotsford Chamber of Commerce

Where: Abbotsford, BC
When: Wednesday, October 22, 2008

Ken Keis to be Recognized at The Centre for Entrepreneurial Leaders
4th Annual Entrepreneur Forum

Where: Vancouver, BC
When: October 29, 2008, 7 pm - 9:30 pm

Ken Keis Presents "Secrets to Building a Successful Speaking Business," National Speakers Association Fall Conference

Where: Double Paradise Valley Resort
Scottsdale, AZ
When: November 21, 22, 23, 2008

Ken Keis Presents "Assess for Success" Campus Recruiting Forum

Where: Edmonton, AB
When: Friday, November 28, 2008

Ken Keis Presents "Personal Style Indicator Certification Pre-Conference Workshop"
National Consultation on Career Development and Workforce Learning

Where: Doubletree Airport
Toronto, ON
When: Monday, January 19, 2009

Ken Keis Presents "Assess For Success" National Consultation on Career Development and Workforce Learning

Where: Doubletree Airport
Toronto, ON
When: Tuesday, January 20, 2009

CRG's Train-The-Trainer I

Where: Vancouver, BC
When: February, 19, 20, 21, 2009

What´s New?

After 3 years of work, the new CRG Website has launched!

Although several beta testers have been through our new site, there´s still the possibility that certain items require debugging.

Please . . . if you find any errors or difficulties in the new site, please contact CRG immediately. We will respond quickly to correct any programming errors.

Reminder: All previous Partner links to CRG banners or product images must be reloaded, due to the structure of the new site.

  • Simply go to the Partner area to upload the new images and Partner links.

CRG President and CEO Ken Keis is available as a conference speaker and radio and TV guest—and for print interviews.

For the past 6 years, Ken has been rebuilding CRG and revising each of CRG´s 12 core assessments. With the assessment project now completed, Ken has more time for speaking, training, and media events.

Since 1989, he has conducted over 2000 presentations and written over 2 million words of content. He has recently presented at career, HR, and leadership conferences across North America.

To see Ken in action, please click on the link below.

Find out more about Ken´s topics and availability.
Contact Sherry at

Toll-Free in North America: 1-866-852-4347
International Clients: 604 852-0566
Please note that Theresa Johnson will be departing CRG as of August 29, to focus on her family. We wish her all the best as she and her husband Trevor look forward to the birth of their third child.

Two Positions Are Now Open at CRG

All work will be conducted at CRG´s Head Office in Abbotsford, BC.

  • You are a master at getting things done.
  • You have a strong commitment to quality and detail.
  • You are a team player.
  • You have the values of loyalty, professional pride, and self-respect.
  • You like to be part of a project that is making a difference in people's lives around the globe.
  • You welcome and embrace change.
  • You are cool, calm, and mature under the pressure of deadlines.
  • You have very high expectations.
  • You are fluent in English, both written and spoken.

1. Communications, PR, and Sales Specialist

This role is multidimensional. The following job responsibilities serve all aspects of our business.

  • Demonstrate excellent English skills in both written and oral formats.
  • Provide expert-level copywriting in print and online environments.
  • Display expert-level abilities in creating and implementing an overall communication and PR strategy (for all media: print, online, radio, TV) that supports CRG´s overall business and marketing plans.
  • Conduct research for PR strategies, sources, and contacts.
  • Submit company articles and/or revise existing articles to be published globally in print and online sources. Be successful in getting media to feature CRG nationally and internationally.
  • Book company executives on radio and TV shows.
  • Manage and run live events and attend trade shows (event management).
  • Assist with the technology and systems that support the entire company´s communication strategy.
  • Provide a high level of telephone, written, and in-person communication skills.


  • Minimum of an undergraduate degree or recognized technical diploma in communications, public relations, journalism, or business-related experience.
  • Proven track record with measurable results.
  • 5+ years´ demonstrable experience at the intermediate level or above.
  • Expert level knowledge and experience in creating and implementing communication and PR strategies. Strong sales skills.
  • Understanding of the way database management, methodologies, and technologies can support this role.
  • High degree of personal integrity and interpersonal skills.
  • Excellence in organizing and managing details while getting results.
  • Natural problem-solver and decision-maker.
  • Team player who listens well, works well under pressure, and consistently meets deadlines
  • Ability to provide support to CRG´s clients. Many are HR professionals with advanced degrees. You will be expected to relate to and connect with this group.
  • Commitment to your projects and the willingness to invest additional time and effort as required to meet project deadlines and milestones.
  • Proven ability to adapt to emerging technology and learning new communication technologies.

Required Computer Skills

  • Typing speed: 40 to 60 wpm
  • Use of GoldMine, our CRM database: Mandatory
  • Proficiency in email, Word, Excel, Internet Browsers, Adobe PDF, PowerPoint

Work Schedule

  • Full-time: 8:30 AM to 5:00 PM, Monday to Friday, plus extra hours, as needed.
  • Some travel required.


  • Performance contract: Monthly salary base plus performance bonus
  • Small-Business Benefits Package available

2. Print Shop Operator, Administrative Assistant, Customer Service Representative

Print Shop

  • Operate all print shop equipment and software including digital printers, copiers, scanners, booklet-maker, commercial cutter, high-speed folder, automated mail-labeler, DVD reproduction tower, and other items. Must feel comfortable and confident in this environment.
  • Coordinate various internal departments and outside vendors (printers and materials suppliers) to ensure accurate specifications are obtained for all print projects.
  • Be able to keep your cool under tight and demanding deadlines and maintain high quality standards.

Administrative Assistant

  • Support CRG´s marketing functions with mailings and logistical support.
  • Learn to operate in-house bookkeeping and invoicing systems.
  • Support all other operational staff at CRG to fulfill Executive Assistant responsibilities.

Customer Service

  • As part of the reception team, perform receptionist requirements and operate the order desk.
  • Answer the telephone. Transfer calls to appropriate individuals, divisions, or departments in a professional and friendly manner.
  • Demonstrate an exceptional ability for detail.
  • Organize and maintain office files and records.


  • Excellent attention to detail and strong mechanical/technical aptitude
  • Relevant postsecondary education preferred
  • Good understanding of printing processes
  • Proficiency in Adobe Photoshop, Adobe Illustrator, and Adobe InDesign
  • Strong Microsoft Office skills, specifically Excel, Power Point, and Word
  • Superior organizational skills and the ability to multitask and balance conflicting priorities
  • Great interpersonal skills
  • Ability to work independently and function in a dynamic, fast-paced environment
  • Excellent computer skills
  • Background in the print industry a definite asset

Work Schedule

  • Full-time: 8:30 AM to 5:00 PM, Monday to Friday, plus extra hours, as needed.
  • Some limited travel required.
  • Small-Business Benefits Package available

If you are interested in applying for either position, please email your résumé to