Serve the customer. Every business has that goal. To serve the people who purchase our product or service. But, your first customer is not the actual customer, it is your employee…your team member. You might think, “wait a minute, I pay them to serve me and my organization!” And you are right. They are there … More Your employee is your customer
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
We are not really sure what leadership is and what it involves. We have difficulty nailing it down. When I start my leadership seminars, I call S-Factor Leadership, I have my participants take ninety seconds to write down single syllable words they think of when they think of the idea of concept of leadership. Then, … More The Confusion About Leadership
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….
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
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?
Making a difference or having an impact upon someone’s life often comes from things we do or say which may not be grand or obvious. Every day you hope what you do makes a difference. Yet, many times we’re not really sure if we’ve made a difference or not. Often it’s the little things, subtle … More You never know
Everyone needs hope. In fact hope is one of the greatest energizers and motivators in life. Most people want to know there is a future for them in their place of work. They want to know that greater possibilities exist. They want to know, not just that they will have a job tomorrow but that … More Future Hope and the Development Pathway