“The purposes, meanings, and motivations inside a person’s heart are deep, complex, and often hidden, but a person of understanding has the ability to draw them out” (my paraphrase, Proverbs 20:5) To know a person and understand their motives—what drives them—is a great talent often found in dynamic and successful leaders. It’s like they can see in … More Developmental leadership
Based upon my last post about customer memory it seems hopeless to even think it’s possible to gain back the customer who had a bad experience. The raw truth is that it is very, very difficult. But if you’ve got the heart for it, customer recovery can be a very rewarding experience. Not to mention that customers that … More Customer Recovery
Fortunately, or unfortunately customers have a memory that sticks with them for a very long time. About 25 years ago, I was the western VP for a company headquarted on the east coast. When I traveled there they always put me up in a hotel that, if I told you who it was, you would recognize … More Customer Memory
“The purposes, meanings, and motivations inside a person’s heart are deep, complex, and often hidden, but a person of understanding has the ability to draw them out” (my paraphrase, Proverbs 20:5) To know a person and understand their motives—what drives them—is a great talent often found in dynamic and successful leaders. It’s like they can see in … More Developmental leadership
If there’s one thing I know is that people want to be respected. If there’s another thing I know it is that so few people feel their leaders respect them. So many people feel disrespected, disregarded, and detached from their leaders. I emphasize the word feel because many leaders will try to use their own assessment of or self-proof that they … More Leadership Quality: respect
What is it that drives you to lead? What is it that motivates you be the one, the team leader, the department head, the leadership executive, the C-level executive, the head-honcho, the corporate head or the owner of the company? Is it money, position, or title? Is it admiration, fame, or status? Is it control, a sense of … More Leadership Question: what is your motivation?
One of the greatest leadership qualities is being able to see the little things and do them without notice or need of accolades or recognition. This is the true mark of a Servant Leader. Most of us see the big things. In fact, people are often promoted and congratulated for the big things they do. We applaud the … More Leadership Quality: Little Things
What do you see when your team members talk to you about a project, in a meeting, about a goal, what they’re working on, or anything for that matter? Maybe that’s not the right question. Maybe the question is what are you not seeing? What is passing you by? Are there things you are not observing? Why is … More The Eyes of a Leader
One of the qualities in a leader that people crave is selflessness. It’s hard to be a leader and be selfless. Let’s face it, people hang on your every word, and you are the center of attention. But when a leader puts their attention on another—team member or customer or random person—it is a sign of … More Leadership Quality: Selflessness
Humility is one of the qualities of a servant leader. Yet there is some confusion about what humility is. Some, when they hear this idea put forward don’t make the connection. They think humility is weak, frothy, sunken, and unassertive. They see humility as the mark of a loser. They don’t see how humility and leadership can co-exist. Leaders are … More Humble resolve
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