We Need Problem-Solvers. Do You Have What It Takes? 

We have many big problems in this crazy world, and to solve them, we need two critical things: 1) a service-focused mindset, and 2) creativity.  Let’s look at these. A service-focused mindset is one where you are willing to be inconvenienced by the work and committed to being helpful while doing it. Creativity is using … Continue reading We Need Problem-Solvers. Do You Have What It Takes? 

The power of “good morning.”

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.”

Management. It’s probably hurting you more than you think.

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.

Work: The promise we make and the opportunity for love and leadership.

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.

All hail the messy. We need you. 

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.