We have several old clocks around our house - a collection of sorts – and most of them don’t work properly, my wife and I just like them. Anyway, while walking through the house the other day, I passed by one of these non-working clocks and said something to my daughter that my dad used … Continue reading Learning from a Broken Clock
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The Power of Small Words
I often speak to people about changing the world but I usually don’t mean the big world, I mean the small world of those around us. We all have the power to positively change someone’s world and we can do it simply with words. Whatever the interaction, whether with a friend, colleague, customer, or as … Continue reading The Power of Small Words
Are you listening?
So many business people are looking for the magic bullet when it comes to customer service. Well, there isn’t one as far as I’ve seen, but I have found something that I do believe helps in a significant way. I believe the real trick for making service remarkable is getting people into a mindset where … Continue reading Are you listening?
Book Reviews: Farmer Able and The Servant Leadership Journal
Art Barter’s book Farmer Able is a story of transformation. It’s the story of a domineering farmer who is fixated on bottom-line results and efficiency. He’s an Industrial Age, command-and-demand manager, constantly basing all of his success on what’s in his bank account. The problem is, the more he pushes those around him, the more … Continue reading Book Reviews: Farmer Able and The Servant Leadership Journal
The Oscars, Guardrails, and a Flourishing Garden
The Oscar ceremony was quite the shocker this year when the wrong movie was announced as Best Picture, and, as I often want to do, I found a lesson in it for business. We all make mistakes. We all have times when, no matter how much we try to put systems in place or have … Continue reading The Oscars, Guardrails, and a Flourishing Garden
Book Review: Leaders Made Here
Today sees the release of Mark Miller's Leaders Made Here. I was privileged to receive a preview copy. Here is my review. One of the biggest problems businesses face is leadership, more specifically, a leadership pipeline, a bench that is deep with future leaders. This is usually due to a lack of focus on building … Continue reading Book Review: Leaders Made Here
Who’s Being Served In Your Self-Serve Option?
There are just times when you want to do things yourself. We all know it. There are just times when you go into an establishment and you don’t want to talk to anybody. You know what you want and you just want to get it and get out. Fortunately, many companies, understanding this need, have … Continue reading Who’s Being Served In Your Self-Serve Option?
The Power of Appreciation
I take walks, long walks, and find them to be a good way to clear my head and get clarity on things. Anyway, I was on a walk the other day and came to a street corner where a car approached to turn. I looked over at the driver and motioned for them to go … Continue reading The Power of Appreciation
Connecting the Dots
One thing I find interesting is how many people see no connection between their jobs and their organization’s customers. I mean, every business is in business to help customers and it would seem to me that making sure everyone understands how they connect to the final result would be important. But I guess I shouldn’t … Continue reading Connecting the Dots
Book Review: Kaleidoscope
Chip R. Bell, renowned service guru, keynote speaker, and the author of several best-selling books, has released a new book called Kaleidoscope. I was sent a preview copy and here is my review. In this book, Bell focuses on nine key traits or values that drive innovative service: Enchantment, Grace, Trust, Generosity, Truth, Mercy, Alliance, … Continue reading Book Review: Kaleidoscope
Neal Woodson 