One of the Keys to Legendary Service is to treat Customers as if they were Angels! Imagine, if you will, that you knew that one of the customers that came into your establishment was an Angel. How would you react? How would you treat them? What would you do? What would you say? I have … More How’s your Peas?
I rented a car awhile back that was fully equipped with the current trend in warning signals. It would warn you when you were backing out of a parking space and got too close to the curb, or another car. It would also warn you as you were driving and a car in the other … More Blind Spot Warning Signal
You may be a great leader. You may think you’re a great leader. But the key question is, what do the people you lead think? How do they experience your leadership? And, if your first reaction is: “I don’t care what my people think,” you’re not a great leader, in fact you may be a … More How Leadership is Experienced
My wife and I went to a Seafood Restaurant last night. It’s the third or fourth time we’ve been there in the past year. We love it. Great food, great atmosphere, but above all, great service. Both last night and the last time we went we were served by the same waitress. She had a … More Serving Gladly
To compromise is to be flexible. In the business world it could mean to collaborate with others for the purpose of gaining insights. It could involve a sense of ‘give and take,’ in which not all of your ideas are used but you take some of yours and some of the ideas of others to … More Compromise or Compromising?
I’m not a mountain climber in the usual sense, yet I’ve climbed many mountains in my day. You set out to scale the mountain and there’s a lot of excitement and anticipation and maybe even a little nervousness, because most mountain climbing is a daunting job. As you scale the mountain you encounter rougher terrain … More The Other Side of the Mountain
To be in charge… To be the Top Dog, the Head Honcho, the Supreme Leader isn’t that the goal of every leader? To be King, Queen, CEO or President, Senior Leader or Department Head. To be in charge or a group of people, to be in control, to direct their path. Isn’t that the ultimate, … More Kings, Queens, and CEOs
Congruence…. OK, a big, not commonly used word. The definitions are: (adjective) agreeing; accordant; congruous. In Geometry: coinciding at all points when superimposed: congruent triangles. (dictonary.com) Something is congruent when it “fits” with something that would be “normal” or standard for us. It “fits” when it lines up with or is consistent with something we … More Does it “fit?”
He sat there, seemingly captivated by what the person was saying. Periodically, he would nod his head up and down, like he was approving something the person was saying. The person talking was relaxed, totally engrossed in what she was saying. Every once in awhile she would stop talking, catching a breath or organizing her … More The Listener
I can’t resist. It’s too overwhelming. Yes, I’m going to talk about Tiger. I have written about him before but what I hope everyone observed this past Sunday was that at the base of this comeback story, at its fundamental core, what we witnessed was not just a comeback but the transformation of an individual. … More Watching Transformation
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