If you want to create better customer life, it starts inside your organization. Since it is largely about behavior, it must be practiced and led. Here are five things leaders can do to kick start and maintain a service-focused culture. This week (and every week), thank an employee for a small act of helpfulness. This … Continue reading Five Leadership Habits for Inspiring a Service-Focused Culture

Everyone these days seems to be “too busy” or “crazy busy.” My typical thought? “Doing what?” When I do ask that question, the answers are usually things that could be controlled with better choices and/or better planning.  What I’ve found is that people either feel they cannot say no or they worry that they will … Continue reading A great time management tactic.

I have a friend who got ensnarled in a toxic work environment. The poison was created by a narcissistic colleague who mistreated teammates, lied, made up stories that damaged people, and pretty much manipulated anything that would further his own cause.  After a long ordeal, upper management had finally had enough and made a power … Continue reading Changing your name will not change who you are. 

Came across the term “good-handedness” in a newsletter by Austin Kleon. It describes “the immediate feeling on reading the first lines of a book, or starting a movie, etc., that you are in good hands.” It got me thinking. Shouldn’t good-handedness apply to businesses? Shouldn’t our impressions of a business be such that we feel … Continue reading Good hands.

Integrity: doing the right thing by doing things right whether anyone knows it or not. The enemies… Cutting corners: skipping steps, leaving out parts, or skimping on details to save time, money, or both. Shortcuts: doing work more quickly than and not as thoroughly as standard procedure in order to avoid undesirable difficulties or complications. … Continue reading Integrity’s enemies.