My son plays lacrosse.  In fact, he’s played since he was about five years old.  One tradition of lacrosse that runs from the five-year-olds to the highest level college and professional players is the handshake between teams after the game has ended.  No matter the winners, losers, or any animosity between teams, the two squads … Continue reading Leadership in a Handshake

I just read the book What Customers Crave by Nicholas Webb and the last two paragraphs were, to me, so profound that I had to share. Every day we wake up and go to a job, and if it’s a job that has a meaningful mission, where we get to make other people happy, we … Continue reading The “Why” Of a Meaningful Life

What exactly are we trying to do when we send people to training?  We are trying to create new habits, new ways of doing things that yield better results.  The problem I always hear though is that once people get back from training, it doesn’t seem to make a difference.  Buy why?  Why aren’t people … Continue reading Three Steps to a New Habit

Who cares about customers?  Many of you might find that question shocking, many of you might agree, and many might be resigned to it given the current business environment. Are customers important?  Does it really matter if they are happy or not?  Or does it only matter that they get what they came for in … Continue reading Who Cares About Customers?

“Your service sucks!”  I heard this the other day when a disgruntled customer got angry in a nearby store.  How many times in the last few months, weeks, or even days have you wanted to scream that?  I don’t think it is at all unusual.  The push for bottom-line results and shareholder value has put … Continue reading Business Needs To Get Well