“I am a leader in my organization and I am not getting the results I would like. I tell people what to do but things don’t happen. It’s like my people don’t hear me. What’s your advice?” These were the words of an old colleague who sought out my counsel. Leadership is one of those … Continue reading The one thing directive leaders need to change to be more effective.

"You'll need to go to Customer Service." The other day I looked down at my slippers, they were showing a few holes and were starting to get a bit stinky. It all led to the realization that they had finally given all they had. So I ordered some new ones online for pick up at … Continue reading When will business get this? Service isn’t a piece of the pie, it is the pie.

What does it take to be a good leader? This is a big question and one that has been answered with myriad complicated, 10, 25, 50 steps plans and frameworks but it doesn’t have to be so complex. Over many years learning, observing, and working on it myself, I have found it really comes down … Continue reading What does it take to be a good leader? Basically, three things – that anyone can do.

When customers complain, what do they want? A lot of business people immediately think they want their money back or they just want stuff for free, but is that true? I don’t think so. When I am a customer, I want things fixed. I want to be done right by. I want an apology or … Continue reading Customer complaints. Do you self protect or problem solve?