“How do you do that?” My kids ask me that periodically when I end up talking to a complete stranger in the checkout line at the grocery store or on an elevator. They seem to marvel that I can not only start up a conversation but that I have a desire to do it. It … Continue reading Connect
The Big Question
I was talking to a friend yesterday who is an educator. She recently took the position of Chair of her department. In our conversation, she relayed her frustration that so many of her colleagues presented ideas and wanted to implement policies that she did not feel were in the best interests of the students. She … Continue reading The Big Question
Purpose
What guides your business decisions? Starbucks, Zappos, Southwest Airlines, and Disney are examples of companies that make decisions based on what makes their customers successful and they prepare their people and their operations to follow through. This decision-making is due to clarity of purpose, “everything we do, we do to make our customers successful.” This clarity … Continue reading Purpose
Imagine
IMAGINE: You're at Disney and you spend $6 on an ice cream for your 6-year-old, who promptly drops it. Crying and upsetness (is that a word?) ensues. Along comes a Disney cast member and says, "For a replacement charge of $3, I can get you a new one." REALITY: Out of nowhere a Disney cast … Continue reading Imagine
Got Engagement?
I've been thinking about what engages employees because I've seen a lot of organizations with ass-dragging employees delivering ass-dragging service. Now, I’ve recently read various articles, infographics, and things and they all have the typical 25 things to engage employees or the top 10 things for creating a great workplace. It all looks complicated, and … Continue reading Got Engagement?
Is your business human?
What do you do when you make a mistake? Do you 'fess up and say you did it but will do your best to ensure it doesn't happen again? Or do you try to make it appear as if it were some strange anomaly that is so rare that it doesn't deserve comment? We all … Continue reading Is your business human?
Consistency
Do you have a drink you really like? Imagine buying a six-pack of that drink and when you open one and take that first taste it is completely different from the drink you thought you loved. Now you might think that perhaps that one was just off or a mistake so you open another to … Continue reading Consistency
Signs, Signs, Everywhere Signs
Do you remember that song "Signs, signs, everywhere signs?" It got me thinking about signs and how they communicate. I am often surprised that we don’t have more traffic accidents than we do. Think about how many times you have been confused by how traffic signs communicate information. There are so many assumptions that get … Continue reading Signs, Signs, Everywhere Signs
Do you need a rule to do what’s right?
I saw an article this week in USA Today about a federal government rule that says airlines have to give customers 24 hours to make a change to their flight reservations. I think it says a lot about how much these companies care about customers if they have to have a rule established that provides … Continue reading Do you need a rule to do what’s right?
What’s Your Business’s Focus?
I had a power outage the other day. After 27 hours of darkness, heat, and complaining kids, the electric company finally repaired things and got me and my family up and running again. However, I quickly found that for some reason my internet, phone, and TV service had been damaged by the incident and no … Continue reading What’s Your Business’s Focus?
Neal Woodson 