The challenge with reflection is there is always such noise going on in our heads – and in the myriad devices at our fingertips  - that often the higher wisdom we seek can’t be heard because these other voices shout so loudly.

Mirror Mirror on the Wall

Of late, I’ve been in a state of reflection. In order to do that, I’ve had to slow down a bit. And breathe. And listen.   The challenge with reflection is there is always such noise going on in our heads – and in the myriad devices at our fingertips  – that often the higher…

Human beings tend to move in the direction of what they talk about. So, leader, let’s stop talking about “what’s wrong” with “these kids today” and start talking about what’s right. If you’re on my list I know you care about creating great customer experiences and nourishing the kind of culture that promotes them. I encourage you to make your own “What’s right” list.

Young People Today

As I do frequently, I recently spoke at a meeting of top execs who are looking to create thriving companies. Once again, (really?) the topic of managing young people today, AKA Millennials, came up, as it’s done for at least a dozen years. I’m still hearing some of the same things now that I heard…

While usually you won’t see me speak in “don’ts” rather than “do’s,” today I’m breaking my own rules to share this list of 10 things you DO NOT want to do to your staff – especially if they happen to be millennials!

Don’t Do These 10 Things – especially to Millennials

While usually you won’t see me speak in “don’ts” rather than “do’s,” today I’m breaking my own rules to share this list of 10 things you DO NOT want to do to your staff – especially if they happen to be millennials!   Don’t point out their weaknesses.  It’s not your job to “fix” your…

Spring is a Time of Renewal

This last weekend we celebrated the first day of Spring and Easter. It’s traditionally a time of rejoicing and renewal. Is it time for you to renew your vows to “Wow” your customers? Is it time for you to spruce up your commitment to making the positive experiences of people in your process the most…

If you've read any of Steven Covey's books you might remember the story of the woodcutter who, although much smaller than his competitor, felled a tree in half the time. The secret was that periodically the smaller of the two stopped his "sawing" and sharpened his saw, making him more effective than his larger more powerful counterpart. The metaphor shows us that sometimes we spend so much time producing results, "sawing,"  that we forget to "sharpen our saw," that is maintain or increase our capacity to produce results in the future.

Sharpening the Saw

If you’ve read any of Steven Covey’s books you might remember the story of the woodcutter who, although much smaller than his competitor, felled a tree in half the time. The secret was that periodically the smaller of the two stopped his “sawing” and sharpened his saw, making him more effective than his larger more…

Creating a Giving Culture  Grant suggests that people in leadership positions can: Encourage reciprocity: it's ok to seek help; it's good to give; pay it forward Help givers to set boundaries. Guide them to be perspective takers if they are prone to lacking assertiveness or to being overwhelmed with excessive empathy which can cloud their judgment Guide giving behavior in the direction of best impact: helping others whilst protecting one's own work commitments

Is Yours A Culture of Giving?

Dr Adam Grant, management professor at Wharton, wrote a book Give and Take: A Revolutionary Approach to Success. If you are on my mailing list and read my “Customer Care Tip” I’m going to take a wild guess that you are someone who has long ago embraced the idea of “giving”. When I recently saw an…

Empty Shelves

Corporate Made Me Do It

I walked into the mailbox store last week to pick up my mail. The counter inside the door, usually filled with business cards and flyers from the mailbox holders and the local merchants was empty. Naked. Unadorned. It struck me immediately as strange and left me feeling sad, disconnected, and odd. For so long those…