One of the problems people have with service has nothing to do with what they receive, rather it has to do with language. I have written many times about the fact that we all serve, and some people get in a huff about that. They simply hate the idea that they serve. Even when I … Continue reading Why we hate “service” and one thing we can do to change that.

Believe it or not, I have had managers ask me, “Why should we build a service culture? How will my organization benefit?” While we could make a lengthier list, here are five key benefits. Happier Team Human biology is geared chemically to grow helpfulness. Humans are not the biggest, strongest, or fastest beasts in the … Continue reading A service culture. Is it worth the effort?

I heard this the other day: “Business is war!” Why? Why do some people think of it as war? Is it a preoccupation with competition? What exactly is there to be won? How do you measure the winner? Is it when your company is the last one standing? Is it when you make one more … Continue reading Forget “winning” the business war, just get to work on getting better.

Empathy is officially defined as the ability to recognize, understand, and share the thoughts and feelings of others. However, the best definition I have ever heard comes from Gwen Yi Wong at Tribeless.com who says, “Empathy is the capacity to see parts of yourself in others.” We all use and experience empathy in different measures. … Continue reading You can change the world and it begins with ABC.

How many times have you been a customer of your business? That might sound weird but so many business leaders and their employees have never actually been customers of their own company. Why do I ask? Well, if you never do it yourself, how will you ever know what your customers must live with? And … Continue reading How many times have you been your own customer?