Business leaders—you know, the ones in the corner offices with the good views of the park—believe that in order for service and customer experience to be taken seriously as business concepts, they must be measured and quantified. But, while these things may have a few measurable components, they are much more about intangibles whose purpose … Continue reading All hail the messy. We need you. 

Common. It’s what’s usual. It’s what’s ordinary.  And what do we know about ordinary? Ordinary is acceptable but not interesting. It’s a commodity.  And what do we know about commodities? They are not highly valued. Their price point is low. So, how do we make the ordinary, the commodity, less ordinary and more valuable? How … Continue reading How to command the attention of the world.

Industrial Age management wants us to keep our sights set low so we will stay in line and do as we’re told. But people who want to make an impact tend to challenge the status quo, and since that has the possibility of unpredictable results, Industrial Age managers would rather not have to contend with … Continue reading If you want better work, think about who you want to be.

Taylor Scott, speaker, leadership development consultant, and author of Lead with Hospitality, has written a new book called Give Hospitality. It is a quick 185-page read focused on increasing business success by making organizations more human and generous. Scott shares the content in a fictional account of a training class for new employees in a … Continue reading Book Review: GIVE Hospitality by Taylor Scott

“I think offensive line play in general is really a position of service; you don't really have stats, you don't have the glory of scoring touchdowns.” -Jason Kelce, center, Philadelphia Eagles “At a car dealership, the person who sells the car is the hero and also gets the commission. But if the mechanics don't service … Continue reading Inglorious service? No. It’s all glorious.