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?
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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
You Can Lead
A recent conversation with a friend… FRIEND: I hate my job. My boss is a terrible person. He never helps anyone, barks orders, won’t let you do your job, no support, ugh. How can I make him see his methods are wrong? ME: Well, you can’t change your boss. The only person you can change … Continue reading You Can Lead
The Power of Long-Term Leadership
So many people champion Jack Welch as such a great leader, but, at least as far as I believe, the “Welch Way” is the wrong way. At GE, Jack Welch practiced short-term leadership. Life at GE was like a roller coaster ride due to irrational decision-making with little regard for long-term implications. Every year, Welch … Continue reading The Power of Long-Term Leadership
Tearing down walls with WALS
A few weeks ago I was blessed to be able to take a vacation to Hawaii. While there, my wife connected with her second cousin who lives on the Big Island. As it so happens, her husband, Dane, works for Ali’I Ocean Tours, one of those tour companies that takes people out in the ocean … Continue reading Tearing down walls with WALS
Fording the Leadership Stream
Leadership is not about doing all the work; it’s about leading those that do the work. However, that can be very difficult, because, in most organizations, leaders were at one time in that group of doers, now they are in the position of leading the doers and must effectively broker the talent on the team. … Continue reading Fording the Leadership Stream
Let’s Put the Human Back Into People
I was watching an old rerun of a show from the 1970s the other day and one scene was supposed to be a city street, but it was clearly fake. The buildings were all facades. It seriously looked like a back lot instead of a real city street; the falseness made it hard to watch. … Continue reading Let’s Put the Human Back Into People
A New Year Change Challenge
Things are fresh now and it is time to look ahead. I always think this is a time to really think differently and get away from “the way we’ve always done it.” That line of thinking is a killer. It’s a killer to innovation, to growth, and to a living organization where people think and … Continue reading A New Year Change Challenge
Neal Woodson 