Customer service doesn’t live in an office, a book, or a manual. It lives in each one of us and our teams every minute of every day. We cannot set up a list of must-dos for our teams, and then walk away and allow them to execute. If it worked...
Anyone can lead amazing Customer service and outstanding execution when times are easy and the mojo is rolling. It’s how we drive that same mission when things are a little tougher that matters. There are so many variables in business, service, and leadership, that we...
If you love movies like I do, then you have heard the 10% myth. You know, that old urban legend that says we only use a small percentage of our brain. The myth goes that if we could just bust loose that remaining 90% we would be unstoppable geniuses that could freeze...
Folks love to know when they’ve done a great job. It energizes them. It gives them purpose. It reinforces the positive behaviors. And it makes them hungry for more. When I was first beginning in Leadership, I had my team approach me to say that they thought I was too...
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...
