It’s not just something nice or something right to do; it’s a necessary part of strategy.  Relationships are everything in business. Every customer, employee, investor, and supplier is a person, and people connect in relationships.  No good relationship, however, begins with business; it begins with “good morning.” They begin with a human touch, a human … Continue reading The power of “good morning.”

“Success is to be measured not so much by the position that one has reached in life as by the obstacles which [one] has overcome.” -Booker T. Washington  Success. For many, it seems to be an obsession. They have a goal, whether it be wealth, family, possessions, or myriad other objectives, and they view it … Continue reading The Joy of the Marathon

Management. It’s really just another word meaning control, and we need control, just not over people for at least two reasons. One, it’s not effective on humans, and two, it hinders progress. Typical control methods are sticks (punishment) and carrots (rewards). The problem is that because people have the power to make up their own … Continue reading Management. It’s probably hurting you more than you think.

Do you know the Peter Principle? It’s the idea that people rise up in organizations to the level of their incompetence. Well, here are three questions I have heard business leaders ask that largely confirm it.  Q1: What is customer experience all about?  A: It’s how customers feel about everything they see, hear, smell, taste, … Continue reading Confirming the Peter Principle.

When you take a job, you make a promise. It’s a promise to follow certain rules, do a job, and work in a way that fits a culture. That may mean agreeing to work certain hours and wearing a uniform. It may mean following a script or getting in line and marching to a beat.  … Continue reading Work: The promise we make and the opportunity for love and leadership.