I just had the pleasure of reading Simple Truths of Leadership: 53 Ways to Be a Servant Leaders and Build Trust. It is the latest work of Ken Blanchard in collaboration with Randy Conley. I have often wondered why Blanchard always—at least as far as I know—writes in tandem with one or more other authors. … Continue reading Book Review: Simple Truths of Leadership by Ken Blanchard and Randy Conley

“Customers do not buy goods or services. They buy offerings which render services, which create value...activities render services, things render services.” - Evert Gummesson 1995 What is it that customers actually buy? Is it a “thing” or a “thing you do” for them? Or is it what that “thing” or “thing you do” does to … Continue reading Every business is a service business. Change your thinking to that to make a difference.

Mark Miller, bestselling author of Win the Heart, Chess Not Checkers, Leaders Made Here, Talent Magnet, Win Every Day and at least a half dozen other titles has given us a new one called Smart Leadership: Four Simple Choices to Scale Your Impact. Unlike many of his books, this one does not use a fable … Continue reading Book Review: Smart Leadership by Mark Miller

What is the focus of most of your customer service training? If it is like so much of what is out there, there is a big emphasis on managing angry customers. If that is true for you, why is it this way? If your big worries are angry customers, would it not be wise to … Continue reading Do you have a game plan for customer experience or are you just reacting and hoping for the best?

A lot of people have trouble with the idea of service. They can only think of being in someone’s control and being a second-class citizen who must kowtow to every unreasonable whim of some overlord. This is, of course, a very narrow view that misses the essential need for serving others not to mention the … Continue reading How to be a service superhero.

Hutzler's, Hochschild Kohn, and Hecht's. The names of small football clubs in Germany? No, these were the iconic department stores in my hometown of Baltimore. And if you stepped on an elevator in any one of these stores back in the 40s, on board would be a finely uniformed employee in charge of operating the … Continue reading The case for the human touch …or… the lessons of the elevator operator.

In your travels, you have probably read or heard the words “service focus,” and you may have been left wondering what service focus means. These days, you will see the words customer focused or employee focused or product focused or maybe even profit focused bantered about. They all have to do with what is prioritized … Continue reading Service focus. Is it a hill to fight for?

Mihalyi Csikszentmihalyi, in his book, Good Business, says, “Business exists to enhance human well-being.” What do you think of that? Do you agree? Or is business just here to sell stuff? Well-being, according to the dictionary, means being in a state of comfort, health, and happiness. Is that what business is for? Does business have … Continue reading Does your business exist to do more than make money? It does, and knowing it makes a big difference.

It’s time for goal setting.  The new year always brings thoughts of what to accomplish for the future. Usually, this means big financial targets, but I’m going to challenge you to think differently. How about instead of the number of dollars and cents, thinking of the number of relationships you build? Relationships are what will … Continue reading Do you have the courage to think differently about your goals?

In a few days, we move into a new year. Take your leadership to a new level by practicing these behaviors and using these words. Have a very successful new year! Be positive with “Good morning!”Be curious with “What do you think?”Be helpful with “How can I help?”Be supportive with “Great job!”Be grateful with “Thank … Continue reading Use these six simple practices and lead better in the new year.