The 4 Secrets to Leading Like You Mean It!

It all started when I needed some ice cream. You know those kind of cravings that you just can’t ignore?  I needed a pint of the most amazing, local small batch ice cream, so off to the market I went.  This is one of my favorite stores to visit as it is a locally owned…

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3 Imperatives our Founding Fathers Knew About Leadership

There is no better day to contemplate the contributions of our Founding Fathers than on Independence Day.  As the fireworks light up the evening sky, I am reminded of the sacrifice, Leadership, and vision that the Founding Fathers exhibited during the inception of our nation. During times of great change, it takes true Leadership to…

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The State of Customer Service: The Haves and Have Nots

I had the pleasure of spending my vacation in Florida’s Gulf of Mexico region this past week in the company of my large extended family. We spent the week cooking meals and catching up – every family cooking something special for the whole house on their day to feed the masses. It is in those moments…

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4 Things Walt Disney Taught Me About Guest Service Today

Today I walked in the footsteps of Walt Disney. Or at least as best I could in his second park, The Walt Disney World’s Magic Kingdom. I know he never physically walked these grounds, but I can feel his fingerprints all over them.   As I walked down Main Street, let the smells and sounds…

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5 Things Dads Teach Us About Leadership and Customer Service

Father’s Day is the day we all say thank you to Dad. Let’s face it, he taught us the value of keeping the thermostat at the right temperature and the finer points of lawn maintenance. I know that I have become the Leader I am because of the many life lessons my Dad taught me,…

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Onboarding New Employees: 5 Keys to Getting it Right

When I got my first job out of college, I was lucky to land at a small private college in Southern Indiana. I was full of vim and vitality (and student loan debt) – and couldn’t wait to get my career started. I had accepted a job outside of my degree for the potential to…

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Recruit a Winning Team with the B.E.S.T. Hiring System

When I was a young manager, I did a terrible job with hiring. My strategy went something like this: Forget about preparing for the interview, skip asking meaningful questions, and consider a pulse the same thing as being qualified. Let me tell you, I certainly filled my spots quickly, but you can probably guess the…

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Three Ways to Empower Your Employees and Delight Your Guests

Have you ever visited a business and needed something that was just off the beaten path? Did it seem as though it required an act of Congress to get a resolution? It doesn’t have to be that way! One of the reasons why Guests often have such a hard time getting a decision – particularly…

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Want to Drive Amazing Customer Service? Follow These 7 Steps:

It almost seems cliché to complain about the state of Customer service out there in the universe.  It’s bad.  In some cases, it’s very bad. Just yesterday I was visiting a department store looking for a computer cable.  I have to admit that while I can hold my own with technology, sometimes it gets frustrating –…

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What Moms Teach Us About Customer Service and Leadership

Mother’s Day is here and with it comes the appreciation of moms everywhere who give tirelessly and selflessly to raise their children.  For many, Mom continues to be an influence on their lives well through adulthood, and for others like me, we lost them much, much too soon. But in any event, the impact our…

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