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 Watch Out for Doubt and Fear

Angela Franklin, the President of Des Moines University, spoke at 90 Ideas back in September, and urged leaders to acknowledge the power that doubt and fear can have over a team. The techniques she recommends are based in part on “The Butler Way.” The Butler Way is the idea that selflessness and commitment to the … 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 Make Changes Stick

Two weeks ago, I wrote about Scott Raecker’s water obsession. I also said there were two big things he shared at 90 Ideas. Here’s the other, and it’s timely, because New Year’s resolutions are coming in just a few weeks… To make change stick, you need four ingredients. Clearly communicate the expectations of the change. … Read more

Leaders Ask “Does it Need to be Said?”

I’ve heard a few versions of “Ask yourself if it needs to be said” before speaking out loud. When I heard Kristi Knous speak recently at the 90 Ideas event, I appreciated her 3 questions for leaders before speaking. I wrote Kristi, as I wanted to get her words just right, and she graciously emailed … Read more