Leaders Help People see People as People

Let’s start with an example: Aaron was annoyed with his boss, Craig. So annoyed, in fact, that Aaron went over Craig’s head and complained to Craig’s boss, Annette. “Craig’s always breezing in and out. Never listens. Doesn’t have that ‘open door’ policy he brags about. And really tunes me out when I tell him about … Read more

Leaders Know that True Kindness Beats Niceness

I live in Iowa, and a term that gets floated a lot is “Iowa Nice.” As time goes on, though, it gets used ironically as much as it gets used sincerely. I think that’s because “Nice” doesn’t always equal “Kind.” Some leaders need to be reminded that giving positive you’re-on-the-right-track feedback is important and motivating. … Read more

Leaders Measure More than the Average

When Mary Coffin of Wells Fargo spoke at September’s 90 Ideas event, she shared this nugget: Measure more than the average. She pointed out that when we take measurements, we do a lot of looking at trends and averages and norms to make decisions. But averages only tell us so much. We also need to … Read more

Leaders Engineer an Experience

Mary Coffin of Wells Fargo has a great nugget about customer experience at 90 Ideas. I found it to be a new way to look at efficiency versus effectiveness. Each customer interaction depends on four ingredients: People, Process, Data, and Technology Coffin asks, “Which gets the focus?” She made the point that technology gets the … Read more

Leaders Stay Hydrated

I admire Scott Raecker; he’s a great speaker with wonderful stories and spot-on content. His work on character education has touched many. And when he had the floor for five minutes at the 90 Ideas event, he shared two big insights with us, and one of them was unexpected: Drink water. I’ve blogged about caffeine … Read more

Leaders Use Time Wisely: Rethink the Block

Beware the 30-minute meeting—or the 60-minute meeting. Setting up time blocks that go straight into the next block’s beginning have these results for the heavily-scheduled: No time for a restroom break, so when you take one, you’re late. Growing apprehension that you’re missing an urgent voice mail, email, or progress update. Rushing from one room … Read more