Most leaders believe that the key to improving your customer service lies with an outward process or change. The reality is that a highly engaged team will consistently deliver on your vision of the customer experience, whereas a moderately or disengaged employee will simply attempt to deliver on your standards. Customer service starts with building highly … Continue reading 6 Steps for Improving Customer Service
Telling someone that they are not doing something right can be one of the most stressful things a leader can do, especially when that conversation is accompanied by documentation. These five steps can help any leader at any level deliver feedback that will be received as constructive. Feedback should be a moment of growth and education not … Continue reading 5 Steps for Delivering Feedback
I find that even the most happy, grateful, and thankful people I know still have buttons that can be pushed to send them spiraling towards a negativity free fall. Those moments leave you choosing between being a negative and panicked person, or rebounding with a smile. Use these four tools to avoid letting those moments … Continue reading 4 Tools for Avoiding Negativity at Work
In many departments and organizations there is usually one person that is larger than life. Many times that person is viewed as indispensable, and leaders are left wondering if their organization would be able to still perform without that person. Building a culture that is bigger than one person is necessary for organizations to succeed … Continue reading Is One Person Bigger Than Your Culture?
Traditionally business has defined success by ones ability to hit a metric target. That target is constantly moving and changing so the fleeting moment of happiness you feel when you achieve it is short lived because the goals quickly change. Finding better ways to define success at work will lead to long term happiness and … Continue reading 3 Ways to Gauge Success at Work
Our teams, like our children, are mirror images of us as leaders. Here are three things I was reminded of about leadership from my three year old daughter. 3 Things I Learned from my "Threenager" My wife and I welcomed our new son about eight weeks ago, which now makes us the proud parents … Continue reading 3 Things I Learned from my “Threenager”
There is a significant amount of compelling research linking the performance of a team to the connection to their mission or “Why”. Simon Sinek has been a champion of this notion telling us that the center of the Golden Circle (Why, How, What) defines why your company is in business, or more simply why you … Continue reading Does “Why” Matter?