When a business is making a sale, the customer is made to feel important as are their problems and needs. They are listened to. Their fears are quelled and confidence bolstered. Yet, when an issue comes up after the sale, the business treats it like it’s not important. Listening stops. Caveat emptor. Similarly, when a … Continue reading People matter … or they don’t. Decide.

Your customers can make choices. They can choose what businesses they do business with. This leads companies to make all kinds of accommodations and provide perks and amenities to entice their loyalty.  Additionally, customers have a voice. They can announce to the world how well they are treated. They can be a business’ best friend … Continue reading Customer choice & voice vs. employee choice & voice … hmmm.

No, it’s not a word from some far-off land. It refers to two of the best things a manager can do to be a leader. It stands for Leading By Wandering Around & Working Alongside.  Full disclosure. The first part (leading by wandering around) is a variation of Tom Peters’ Managing by Wandering Around (MBWA). … Continue reading LBWAWA

July 4 is a celebration of freedom. But it should also serve as a reminder as to what freedom means.  Contrary to the belief of many, freedom does not mean being allowed to do whatever you please come what may. What it does mean is the ability to make choices and pursue interests.  However, those … Continue reading Freedom’s responsibility

The movie Jaws was a huge success. It made its indelible mark back in the mid-1970s and kept innumerable beach goers out of the water.  And while the huge shark was the focus of our fear as it reeked havoc killing unwitting swimmers, it was not the one we should have been most afraid of. … Continue reading Fear the mayor, not the shark.

You must color inside the lines. This is what we were taught. So, we did.  In fact, I was taught that you should, once you pick a color for a particular area, press your crayon hard and trace over the line as the extra wax would help you not accidentally go outside of it. So, … Continue reading The Art of Coloring Inside the Lines

“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.