Who should you put first, customers or employees? Go ahead, think about it, I’ll wait. Many say you have to put customers first because they are why you are in business and they deserve your focus and attention. You should base your decisions on their needs. Then there’s the school of thought that says you … Continue reading I’m settling the “customers first vs. employees first” debate right here.

If helping others is an intuitive part of being human, why is it so hard to get good service? I am going to offer two reasons. People, in general, don’t value and recognize the importance of service. They view it as a second-class calling or someone else’s job. They don’t realize the incredible and critical … Continue reading Why is it so hard to get good service? Here are two reasons and some things you may have never considered doing to improve it.

I saw a great quote from the author Ann Voskamp, “Sometimes it helps in the moment to think… People aren’t being difficult, they are having difficulty.” Why is this such good thinking? So many times when we are dealing with others, whether those “others” are customers, coworkers, friends, or family members, it is easy to … Continue reading One change in thought to make conflict more manageable.

I want you to imagine you are a leader in a business who makes and sells a wonderful technology that everyone wants but is not designed for real people. It is hard to use and requires training. Truth be told, the learning curve actually proves to be a barrier to entry, it simply does not … Continue reading The case for people-centered business.