Let me ask you something… What makes someone come back to you again? It’s rarely one big thing. More often, it’s a series of small moments. In my work, we call these Moments of Truth—the moments where someone interacts with you or some aspect of your company and forms an impression about…
Many of you shared that you’re looking for ways to build a more positive culture. That’s what I’m here for! Let’s start with something simple — and powerful Culture Is Built in Small, Repeated Moments Not in big initiatives. Not in posters on the wall. But in everyday interactions. What leaders notice,…
A BIG Thank You if you were one of the people who took the time to share your ideas! I really appreciate you taking the time to respond to my recent survey. Your answers were clear and consistent. You’re looking for: practical, day-to-day management tools ways to build a more positive culture…
Yesterday, I had one of those moments. Everything was set. I was ready to begin a training session. And then… My PowerPoint wouldn’t work. Not a quick fix. Not something I could smooth over. Just… not working. I’ll be honest. For a moment, I felt it. That…
This week, I wasn’t going to write. If you have been following the last few emails, you will know that this move has kicked my butt. Between unpacked boxes, a half-assembled office, and allergies staging their own protest, my energy has been… allocated. And then I read an email with Gallup’s engagement data.…
This week, I crossed two thresholds. I opened my computer in a new home for the first time in a long time. And I quietly marked 36 years since I started my business. What surprised me most wasn’t nostalgia. It was clarity. I’m still here because the work isn’t finished. Organizations…
While the season can look flashy on the outside, when we slow down just a bit — and take a deliberate 7breath or two — this beautiful time of year reminds us of something simple and true: Small things matter more than we think. A moment of appreciation lights up a heart. …
This week, as Hanukkah candles are lit one by one, we’re reminded of something leadership desperately needs right now: Light doesn’t have to be loud to be powerful. The original story of Hanukkah isn’t about abundance. It’s about scarcity. A small amount of oil. A long stretch of darkness. And the decision to…
Every year around this time, I notice something funny happening. People soften. Not everyone, not all the time — but enough that you can feel it. The smiles get a little easier. The patience stretches a little further. The world seems to remember, even briefly, that we’re all just humans doing our best…
It happened halfway through a customer care workshop. We were talking about empathy, how every interaction either builds trust or breaks it, when one participant shared a story about a recent customer encounter. A man had called in, frustrated and curt. Instead of rushing him off the phone, she took a deep breath,…
(561) 279-0027
