Some people step into leadership roles out of a sense of mission and service to others, yet some seek leadership to feel power and superiority over others. The latter are interested in bettering themselves, enlarging their income or social status, or improving their standard of living while the former are first and foremost servants of … Continue reading We Need “Real” Leaders

How often do your employees interact with customers throughout the day?  Each interaction is an opportunity to provide a memorable moment and to reinforce customer loyalty. Of course, getting all employees on board to deliver excellent interactions isn’t easy. It requires having great leaders in place, great recruiting that looks for the right behaviors and … Continue reading Focus

I think most would agree that if you want loyal, happy customers, you have to have to create loyal, happy employees.  However, it seems this truth is mostly lip-service to many businesses.  The first thing I hear from executives when I mention this is, “This means paying people more and we can't afford to do … Continue reading It’s All About the Experience

I went shopping recently at the grocery store where my son works as a bagger.  He’s 17 and it’s been a good way for him to learn a bit about the “real” world. Anyway, as I was leaving, I noticed a metal track attached to the edge of the sidewalk around the store.  It is … Continue reading Uniqueness is Paying Attention to Detail