Gary Hamel and Michele Zanini have written a new book called Humanocracy: Creating Organizations as Amazing as the People Inside Them. I knew when I saw a book with a provocative title like this that I simply had to read it. And it was worth every word. The essential premise of the book is that … Continue reading Book Review: Humanocracy: Creating Organizations as Amazing as the People Inside Them

Heads are for thinking and hearts are for feeling. Too much emphasis on one can be your undoing. When decisions are made by thinking about results without considering impact, you risk irreparable damage. When decisions are made by thinking about impact without considering results, you risk irreparable damage. Results AND impact must both be considered. … Continue reading Head or heart, which do you choose?

Walking is good, you see a lot that you miss when driving. You see details. Details can change your perception. Details can make you consider different options. I went to Disney and attended a class on service where they said the Disney difference was attention to detail. They were right, Disney pays attention to everything … Continue reading Contrary to popular belief, angels are in the details.

I’m in the grocery store back where they filet the fish. The guy doing it is exceptionally focused and careful. I ask him why he’s so diligent. He tells me that if he’s not careful, someone could choke and die. That’s care. That’s what great service looks like. Every customer dreams of that kind of … Continue reading What are you thinking about, selling or usage?

Ownership gets thrown around a lot as important these days, but why? Owners are responsible. Owners are accountable. Owners have courage. Owners aren’t self-obsessed. Owners don’t blame. Owners don’t make excuses. Owners are trustworthy. Owners admit mistakes. Owners are open to criticism. Owners put others ahead of themselves. I’m sure there’s more, but isn’t that … Continue reading Why ownership is a big deal.

Leaders only get into the leadership business for one of two reasons. One, for their own ego, or two, to benefit others. The ego is a strong lure, and being thrust into a position of what looks like power can be like an aphrodisiac. Resist it. Ego leaders inevitably fail because the good people see … Continue reading Why do you want to lead? Your answer makes the difference.

The Titanic broke no laws. They had 20 lifeboats and the British law at the time stated that ocean liners were only required to have 16. Problem: the lifeboats only accommodated about 66 people which means the Titanic, with a complement of 2200, was ill-equipped to save everyone. “But they broke no laws!” – tell … Continue reading Ethical or legal. What’s enough?

Profit as an indicator of success. I am amazed at how dumb this is. More profit is easy. Just cut corners or costs. Ethical or not, do it, and you’ll have higher profits. Do you feel successful now? I hope not. But so many businesses do just exactly those things and then tout how successful … Continue reading Profit as a success measure. Not for my money.

Metrics, scores, numbers, they rule so much of our lives. The problem is that unless you are playing a sport or game with defined rules as to the length of the game and the criteria for winning, metrics are just that, metrics, and they can only track progress or regress, not winning or losing. In … Continue reading Metrics. Boon or bane? It’s all in how they’re used.

Do you want customers to love your company? Do you want your employees to love it too? Of course you do, but do you really? Do you really want them to LOVE it or do you use the word “love” as just a quaint colloquial term that’s really just a slightly more dramatic version of … Continue reading Book Review: Love Is Just Damn Good Business by Steve Farber