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… Read More »What Customer Complaints May Really Mean
Motivation and Engagement
Clothes Don’t Make the Team
“Bring your team together with these team shirts.” The commercial showed groups of happy, smiling people, all wearing the same shirts with the company logo.… Read More »Clothes Don’t Make the Team
Absence of Punishment is a Reward in Itself
That’s a saying I learned back in my days in the old Strategic Air Command (SAC). It reflected a culture that existed at one time… Read More »Absence of Punishment is a Reward in Itself
Innovate or Die
I was speaking to a friend recently and the subject turned to innovation. He was working with a client who was concerned that there was… Read More »Innovate or Die
It’s Okay to Have Fun – In Fact it’s Necessary
A basic tenet of a military organization is the ability to pack up and move out quickly. Being proficient at that skill requires planning and… Read More »It’s Okay to Have Fun – In Fact it’s Necessary
The Magic and Power of Please and Thank You
He was a new supervisor and he seemed frustrated as we spoke. “Why do I have to ask people to do things? Shouldn’t I be… Read More »The Magic and Power of Please and Thank You
A Story of Two Doctors
The door opened and the doctor rushed into the exam room with my chart in his hand. Without looking at me he quickly said, “I’m… Read More »A Story of Two Doctors
Beauty and the Beast: Servant Leadership vs. Command and Control
Command and control (the beast) is not a popular form of leadership these days. Most of the time the method is unnecessary and a sign… Read More »Beauty and the Beast: Servant Leadership vs. Command and Control
9 Ways to Create the Perfect Coaching Relationship
Coach. Say the word and different pictures come to mind. Some might think of a favorite sports coach while others conjure images (good or bad)… Read More »9 Ways to Create the Perfect Coaching Relationship