What Customer Complaints May Really Mean

Customers complain. It’s a fact of business life. Sometimes they have a valid complaint, but often they’re just cranky, having a bad day, or upset because they can’t find what they’re looking for. Whatever has set them off, they are likely to take it out on an employee. But if you are hearing a lot of complaints, especially if they are not targeting a single employee, they’re telling you something…

What Does it Mean to be a Success?

Does someone who has a healthy bank account seem like they are successful? Perhaps you see famous people or someone who has made it to the top of their profession as successful. How do you define success? That might seem to be an easy question to answer at first. But take some time to really think about it. What does it mean to you to be successful? Different people define…

Introvert and Extrovert: Labels, Not Capabilities

Introvert or extrovert. Most psychological tests apply this label and in popular definitions, extroverts are seen as outgoing, fun-loving, and gregarious. Introverts are seen as inward-focused, quiet, and maybe even standoffish. The Daedalus Group uses the My HardWired™ Leadership Styles Assessment and like most such instruments, it identifies introversion and extroversion. While this is a legitimate identification, it sometimes leaves people, especially those identified as introverted, with a feeling that…

Responsibility and Accountability: They’re the Same, Just Different

If you look up the definitions of responsibility and accountability you’ll find they are used interchangeably. But there is a subtle yet important difference between the two words. A good way to separate them is to consider responsibility as ownership of a task, and accountability as ownership of the results. Consider this example. Jack leads a team on which Jill is a member. Jack assigns Jill a task. It’s a…

A Word to the Recent Graduate’s New Leaders

Most of the graduation ceremonies and celebrations are over now. Young people, and some not so young, have rightly celebrated great achievements and are now looking forward to the start of the next phase of their lives. Hundreds, perhaps thousands of speakers have taken to stages around the nation to provide motivational comments about the graduate’s futures. Now that the caps and gowns are put away and the party venues…