There are scientists and psychologists who report that the most powerful expression in the human repertoire is the smile. When there is work to be done, and we’re “all business,” we might forget the power of the smile. Not just to transmit our happiness, but to disarm tension and settle nerves at tough times. We’ve … Read more
In an earlier post, I wrote about the value of picking up the phone to ask for help, information, or other assistance from fellow professionals. On the other side of things, what do you do when you get that call? Share. Abundantly. In my former profession, many of us Iowa band directors worked toward the … Read more
Yesterday, while working in my home office, workers from a local store came to install a new appliance. I overheard a shocking conversation that struck me as inappropriate. I selected a typical excerpt, and posted it on my personal Facebook page to see what conversation would ensue. I was not disappointed. This was an interesting … Read more
As promised, this week’s blog is inspired by Veteran’s Day last week. These are two stories of veterans that I told at a local Memorial Day service this year. What’s the lesson? There may be more than one, but let’s lift humility out of this. No war hero brags; in fact, they share the credit … Read more
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
It’s summer! Summer is a very busy time for me, personally and professionally. I originally planned to take the blog on hiatus, but there are too many people who are counting on it every Wednesday, which is great! So, to balance out the demands, here’s the summer plan: Each week, I’ll pick a topic. I’ll … Read more
I blog for a couple of reasons — mostly to spread the word about positive leadership and its effectiveness to as many people as possible, and make it “real” by providing examples and tools. Also, I do it to provide a “touchstone” for current and previous clients (although I truly consider “previous” clients to be … Read more
We are all ambassadors of every organization that we are a part of. Whether it’s our family, our workplace, our house of worship, our service club, our band, our athletic team, or our city/state/country, we are always “representing.” There’s a place in my town that serves food. Lots of people eat there. I don’t. Here’s … Read more
Something that strikes most visitors to Walt Disney World is how “nice” of a place it is. It’s very clean. The employees are called “cast members” because they’re playing a role and they have a reputation for great service and friendliness. Everyone knows that. But there’s another unique element present at Disney World that is … Read more
Last week, we covered the first four of nine simple things that an aspiring leader can do in order to stand out. Here are five more – I’m anxious for your opinions! 1) Whenever possible, communicate by phone or in person. Is the person you need to visit with in the same building? Walk up … Read more