Poor service. It seems to be rampant these days. But why? What’s the main reason? Is it bad attitudes? Is it management? Is it lack of training? Is it Millennials? They seem to be popular scapegoats for all manner of ills these days. I’m sure you could make a long list and you could make … Continue reading Customers or numbers. What do you say?

Telling people what to do is necessary sometimes, but a far more effective long-term strategy is asking questions and empowering self-direction. Isn’t that what we want in our workplaces? Don’t we want people who can think and make decisions? What I’ve found in most workplaces though is fear. So many managers fear their employees thinking … Continue reading Do Ask, Don’t Tell

“It’s time to admit that the playbook that’s guided businesses and CEOs in the last 40 years is broken,” says Hamdi Ulukaya, CEO and founder of Chobani, the popular and successful Greek yogurt brand, in his TED Talk in Vancouver. To that, he adds that the idea of maximizing profits solely for the purpose of benefiting … Continue reading A Yogurt-Maker’s Bold Proposal to Change the Face of Business

What turns average customers into loyal promoters of your business? Why do people stick with a brand, organization, or specific enterprise for the long term? In one of their newer books, Leading Loyalty, the Franklin Covey loyalty team answers these questions. If I were to sum up their conclusions, it begins and ends with employees … Continue reading Book Review: Leading Loyalty

Recently, I was confronted with a question as to what my moment was. Huh? What did they mean by moment? Well, what they were getting at was this, there are times in our lives, maybe just a moment, one moment, when we get a flash of insight that leads us to our life calling, what … Continue reading Your Moment