A few weeks ago, I shared an unusual incident involving an appliance installer, and the Facebook discussion after I shared it online. After the post, there was a bit more discussion, and I also finally offered my thoughts on the issue. This week, I’ll share that “coda.” Some of asked how it turned out – … Read more
An earlier post discussed the perils of the use of the word “don’t”. “Don’t” is negative, and can also be dismissive. It is direct (that’s good) and easy (that’s why it’s frequently used). There’s a nice alternative, though, that can quickly lay out both the non-desirable behavior, and the preferred: “Instead of…” Use this phrase … Read more
If we are effective, we are probably quite busy. Many of us have tried different ways to stay organized, including electronic gadgets, pen and paper planners, whiteboards, etc. I’d like to share two ways that have worked for me. I’m sharing them here, because others who have adopted them have found quite useful. Both of … Read more
When I read the (rightly) popular Good to Great, I found myself agreeing with nearly everything in principle, but thought that some concepts were a little too idealistic for a small- to mid-sized organization. Massive businesses, like his examples, have more luxury to move people around, for example.
That’s why I had a touch of a problem with
This week, five posts that will help you understand the value of great customer service, everyone’s role in it, and some ideas to make it happen. Disney’s Magic Trick Dig the Little Things Pause and Listen One of my favorite bad service stories… Non-leaders can lead, too… The plus one: Check out the Unsecret Shopper … Read more
Several posts have had a focus on behavior and giving frequent specific feedback. These things are among the wisest a leader can do, and yet they can be quite uncommon. Here are five posts that deal with these issues, and the “plus one” is one of my favorite sources on the topic… What’s the Magic … Read more
Here we are at Avonlea Village (for you Anne of Green Gables fans) on our last trip to Canada in 2009. As I wrote this, I was preparing for family vacation to Manitoba. Yes, that’s right, Manitoba. That’s where we were when this was going to get published on June 29. Unfortunately, I goofed up … Read more
Everyone loves stories. Stories inspire and motivate and help things “stick” so much better than facts, data, and research findings. Stories combine facts and emotion, the best of both worlds. That’s why I try to use them as much as possible. Below, the five blog posts with the best stories. Two Stories Beware acting while … Read more
Some of us enjoy the tidy list. Nice to have as a touchstone, though if we’re serious, we’ll dig deeper. Regardless, here are two for your consideration. The first is seminal for me — the summarization of the far-reaching work of Kouzes and Posner. The second is the one that summarizes the Group Dynamic leadership curriculum. … Read more
Sometimes when I bowl, I make it my goal to bowl fast and loud. I accelerate my approach, and fling the ball as fast as I can. The result? It’s really loud when the ball hits the pins (if it hits the pins) and my game ends more quickly. My score is also lower. If … Read more