“When” can be a destroyer of movement. “When” can subvert greatness. And people succumb to it all the time.  “I will step up *when* I get paid more.” “I will do more than the minimum requirement *when* I get more recognition.” “I will go out of my way *when* someone goes out of their way … Continue reading The tyranny of “when.”

Businesses like to communicate messages, and so many of them say, “We care about you” or “We want to help you.” But how many act out those messages? How many walk their talk? I was watching one of those house-hunting shows, and the realtor not only showed the client houses for purchase but also showed … Continue reading I want to help you, I really do. But do you really?

Are you proud of your work? If thousands were to watch you do your work on TV, would you be proud of what you do? Artists sign their work. Writers sign their work. Every performing artist and athlete has their name in a program and is known.  What if, like those artists, writers, performers, and … Continue reading Put your name on it.

Today, with so many voices out there vying for attention, standing out is a necessity … for companies … and people, including you. Want a new job? Stand out … as competent and talented. Want a promotion? Stand out … as valuable and necessary. Want to make a difference? Stand out … as different. This … Continue reading Stand out or stand still.

“To live is the rarest thing in the world. Most people exist, that is all.” -Oscar Wilde In his book, The Fred Factor, Mark Sanborn says, “Nobody can prevent you from choosing to be exceptional.” Yet (this is a big yet), we allow people, every day, to prevent us from being exceptional. We allow spouses, … Continue reading Our world needs you. It’s time to play up.

One of the biggest problems in our workplaces is the thinking that turning off your personality between 9 and 5 is how work is supposed to be. Malarkey!  Our quirks, spontaneity, and eccentricities are what make the human salad ...well... a flavorful salad. Why must that be turned off at work?  Like them or not, … Continue reading Be you. It’s all you’ve got.

Sometimes they are, it can’t be denied. They rant, they rave, they throw tantrums. And often, it’s over something that isn’t really a problem, it may be an inconvenience, but put into life-issue context, not really something to get so incredibly worked up over. Regardless, they want satisfaction … and maybe even a drop of … Continue reading Customers are ridiculous.

Years of business industrialization have made us compliant grinders, working to appease bosses and boardroom execs. We get up, log in, do what we are told, "produce, produce, produce," and when the whistle blows, punch the clock, log out, and prepare to do it all again.  It’s safe. It pays the bills. Just don’t rock the … Continue reading What’s holding you back?

One critical thing all customers want is to get the job done they came for.  And while this sounds easy enough, it is critical to understand that it means more than just job done. It is not just accomplishing a task and making a transaction.  Think about a surgeon. Is job done just completing the … Continue reading Job done means more than job done.

No matter what you do or what product you provide, you will, at some point, have to interact with people, namely customers. And that interacting can be approached in three ways: 1) generically, 2) with hospitality, or 3) with unnecessary hospitality.  Generic interaction is rote. It’s the minimum. It’s most likely scripted. It’s a facade … Continue reading Three types of interaction. The right kind can up your game.