I recently saw a story about the employees of a Michigan company who are enjoying an unexpected bonus; they are sharing in nearly $6 million handed out by their boss. The CEO, a humble man, is the son of a garbage man, and like the greatest leaders, makes a point not to forget where he … Continue reading Sharing
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How valuable are you?
My family and I had sushi at a local place recently and it was a great experience. Now this place is no fine dining establishment, no, this place fits the description of a joint, a sushi joint. It is like a corner bar as opposed to a lounge. The thing is none of this low-end … Continue reading How valuable are you?
A Lesson in the Lights
I was watching the TV program CBS Sunday Morning this past Sunday and they presented a segment about the Northern Lights (a.k.a. the Aurora Borealis). As I watched, I realized that this is definitely a bucket list item. "Honey, get out your heavy coat!" Anyway, in the segment, they spoke with a couple (Ronn and … Continue reading A Lesson in the Lights
Serving to Lead
I was traveling recently and saw one of those simple acts of leadership that so often goes unnoticed. The plane was getting crowded and a young lady boarded with her foot in one of those big, bulky boots due to a bad sprain or broken ankle. She had crutches and was struggling with her small … Continue reading Serving to Lead
Chess Not Checkers
I recently read Mark Miller’s new book Chess Not Checkers and found it a rewarding read. This book tells the story of Blake Brown and his trials and tribulations with being a new CEO of a company going through trouble. In the story, Blake enlists the help of Jack Deluca, a former CEO with a … Continue reading Chess Not Checkers
Getting to Engagement
One of the biggest problems in workplaces today is the lack of engagement. So many people slog through their day and all they are thinking about is going home or “I can’t wait until Friday.” What can we do about it? One thing I think we can start doing is to get our team members … Continue reading Getting to Engagement
Creating Safety is Better Business
So many ads these days talk about how much companies care about us, how the airline or rental car company or hotel cares. Here’s the problem, a company can’t care; only people can care. If the company really cares, it needs people who care, and the way to get people to care is to care … Continue reading Creating Safety is Better Business
It’s All Service
As I say all of the time, service is not a department nor is it something to be relegated to a call center. In the book ReWork by Jason Fried and David Hansson, the authors talk about marketing as the sum of virtually everything you do. They actually make a list of things and how … Continue reading It’s All Service
Three Ways to Provide More Hospitality
Have you ever been to someone’s house and, while using the restroom, realized there was precious little toilet paper? This is one of the most uncomfortable positions to be in, as far as I can recall. What do you do? Yell? Maybe, but that would be embarrassing. I think most of us would simply make … Continue reading Three Ways to Provide More Hospitality
It’s not a task, it’s a mindset
I was on a flight the other day when I experienced an example of what I believe is the key problem with customer service today. Let me describe the scenario. It was a bad weather day. Snow was blanketing the northeast and flights were being cancelled and delayed left and right. The flight I was … Continue reading It’s not a task, it’s a mindset
Neal Woodson 