This is the question on so many people’s lips these days. As we struggle with loss and look around to get a foothold. How do you go somewhere when you can barely hold on? How do you plan with nothing but uncertainty and financial ruin facing you? This is a question I faced more than once … More Which way shall I go? [The 2021 Question] Part II
Alice: “Would you tell me, please, which way I ought to go from here?” The Cheshire Cat: “That depends a good deal on where you want to get to.” Alice: “I don’t much care where.” The Cheshire Cat: “Then it doesn’t much matter which way you go.” (from Alice in Wonderland, Lewis Carrol) This is the 2021 question is it not? It is the “fork in the road” … More Which way shall I go? [The 2021 Question]
My vision is to encourage Servant Leaders in every organization I can There is no greater time than the present when we need servant leaders. People who can inspire others to carry on but also, carry the load with them. Leaders who have a heart for the people they employ and the customers they serve. They … More What’s needed now more than anything….
What companies were the biggest disappointment to you when it comes to the service they gave you…or should I say didn’t give you? My guess is that the disappointment centered around an expectation you had because of a promise they made. They didn’t do what they said they would do or what you expected them. You … More The Greatest Cost of Customer Service
“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
I find that Servant Leaders have an attitude of thankfulness. They treat their employees almost as if they were unpaid volunteers, offering their time and talent for the sake of the organization and they people they serve (customers). Let this week be a week of thankfulness, where you express frequently and freely your thanks to your … More The Thankful Leader
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