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. 

How to command the attention of the world.

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.

If you want better work, think about who you want to be.

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.

Book Review: GIVE Hospitality by Taylor Scott

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