We exceed service expectations. Each of our values needs to make us somehow distinctive, and it needs to have behaviors that we use internally, as well as with clients and partners. I had an internal debate on this one. It seems that quality customer service is a basic expectation. Making it a core value was … Read more
Let’s do a hypothetical. Your team is working on developing new software for one of your top clients. They have some complicated stuff going on, and they need a better way to track what’s coming through the warehouses, what’s exiting, and where it’s going in real time. This is a big project and there’s a … Read more
Nothing shows humility, grace, and vulnerability like a sincere apology. Note: I’m not talking about a non-apology or a rushed “I’m sorry.” I’m taking about real, sincere apologies that build trust, extinguish guilt, and provide healing. Examples of non-apologies: I’m sorry, but… I’m sorry you took it that way. Oh, yeah. Sorry about that. My … Read more
The Leader Campus with Mel Wildermuth has done it again! Another great interview with a leadership expert (no, not me. This time.) I’ve been a huge fan of Lee Cockerell and his book, Creating Magic, for some time. In fact, once, I designed a three-week class on leadership and Disney influence. It never happened, though … Read more
Miriam de Dios offered up a challenge to all of us back at “90 Ideas in 90 Minutes” in September: Champion Inclusion That seems like a no-brainer—anyone who studies organizational effectiveness and community development knows that diversity and inclusion make for stronger teams, organizations, and communities. But Miriam offered a couple angles we hadn’t considered. Oftentimes, … Read more
Successful leaders avoid this phrase:
“I need you to…”
Although this is a common way for leaders to assign tasks, it is poor wording for these reasons:
It turns servant leadership upside down; leaders are supposed to meet the needs of others, not to seek to have their own needs met.
We love big stories about exciting, game-changing leadership moments. But when you’re asked about the best leader you ever worked with, you probably don’t respond with a story or example of their biggest project or resume-builder. Instead, you talk about the way they made you feel. Years from now, people will forget the little things you … Read more
A couple years ago, I did a 4-post series on “Being Easy to Work With” which was based on DiSC styles. It’s time for a simple reminder of a serious key to success for anyone – leaders, or direct reports. Keep your standards high, but constantly seek to be easy to work with. Be the person … Read more
We’ve explored the idea of the Success Deception before; how our success can keep us from exploring growth opportunities. Well, there’s another danger related to that idea. It comes when we stop learning from those we serve. This happens when we fall into the trap of thinking we’re always wiser than those we lead, and perhaps … Read more
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