Leaders Focus on Success, not Satisfaction.

Early in my career, I had a conversation with a colleague in which I proudly stated: “I will get so much repeat business, and positive word of mouth, because of my total commitment to customer satisfaction.” This sounded like a normal, yet worthy goal, right? My colleague snorted, and said “That’s not so special, Alan. … Read more…

Leaders Know: Helping = Happiness

In metro areas with large corporations, there are regular service opportunities for employees, and their outreach is encouraged. But if leaders are to improve productivity and motivate people to improve the bottom line, should they really allow these efforts on work time? Of course. The best leaders know that service efforts are not only helpful … Read more…

Leaders Do Everything They Can Do…

When someone dies in an emergency operating room, it is the moral obligation of the doctor to report this to the family: “We did everything we could possibly do.” Before leaders remove team members for non-performance, they have the same obligation. Ask yourself: “Did I do everything I could possibly do?” It’s easy, especially when … Read more…