Here’s what I’ve learned with over 45 years of experience in both the profit and non-profit sectors about leadership: When leaders start with the heart, they gain understanding. When they gain understanding they are able to lead people more quickly and more effectively. People follow leaders who possess the Leadership Qualities People Crave. Start with … More Start with the heart
John Legend sings a love song called: “All of Me” In it he describes the object of his love as “perfect” in her perfections. The chorus goes: “Love your curves and all your edges All your perfect imperfections” There is something attractive about imperfections and there is something very unattractive about perfection. Imperfection shows the … More Imperfections that are perfect
I met the customer today…. With our masks on we are able to look into the eyes of our customers. I can see into their eyes which are a door into their heart. I saw a human being. Someone with cares, anxiety, worry, love, compassion, and someone who is connected to someone else. I saw … More I met the Customer today….
One of the most effective and simple ways to engage a customer, or anyone for that matter, is smile. A smile has an immediate effect on people. When someone smiles at us, we automatically smile back. But a smile is more than a smile. When we smile, it changes the chemicals in our brain that … More The New Smile
I thought I’d write this before we forget completely what coins or “change” looks like. Before the digital world takes over completely. There was a time when we paid for things with cash…you know, dollars! Most of the time, we would pay for something we would get money back, called “change.” Then, what happened to … More Loose change
As they passed each other in the hall, Gail, the VP of Administration and Ray, the HR Director. The VP noticed a slight twitch away from direct eye to eye contact. The VP said the usual, “hey, Ray, how’s it going?” The HR Director, responded, “good,” but then quickly looked away. It wasn’t a dramatic … More Noticing
“Men live their lives in quiet desperation.” (Henry David Thoreau, Walden) I read “men” as gender neutral. People live their lives in quiet desperation. There as so many people that live unfulfilled lives. It’s an existence really. They feel stuck, paralyzed, and succumb to the “this is the best it will get” attitude. And I’m … More The Void
Spoiler alert: If you haven’t seen the movie, stop reading. Go see it and then read this blog. I didn’t expect what I found in the movie, “A beautiful day in the neighborhood.” I expected more of a children’s movie, that it was about how he spoke about difficult subjects to children. Well, it was … More What was so special about Mr. Rogers?
Let’s face it, we always want more. We spend about 5 minutes being grateful and 55 minutes grinding about that which we don’t have. Because we are goal-oriented people that means we’re never satisfied. It’s OK to be goal oriented because without it, nothing would get done. We need goals. However, our goals should never … More Growing in Gratitude
The fastest way to gain customer loyalty has nothing to do with discounts or sales or even service. It has to do with how you and your employees view your customer, or people in general. If customers are viewed as an object to be enticed, manipulated, or conquered they will not be loyal to you. … More The fastest way to customer loyalty