July 13, 2020

Strong Leaders Know When to Seek Outside Help

Who is your biggest competitor? This is a question I ask when a business comes to me seeking assistance in improving their performance. The most common answer I hear is a […]
July 6, 2020

Service Recovery: When Done Well, It Turns Dissatisfied Customers into Raving Fans

Life doesn’t always go perfectly. Neither does business. From time to time, mistakes will happen, and we will let customers down. And while service missteps are always upsetting (to the […]
June 29, 2020

Find What’s Right and Recreate It. (Some Questions That May Help)

Have you ever noticed that when things don’t go well, there’s always a meeting afterward? It’s typical for companies to do a deep dive, analyzing step by step what went […]
June 22, 2020

Don’t Just “Go Back to Work.” Push Forward!

If you don’t know where you are going, any road will take you there.  As work gets back in full swing, many of us are finding ourselves in new territory. […]
June 15, 2020

We’re All Responsible for Our Own Inspiration

Some weeks back, I was at a facilitated session in which many people had different ideas and solutions. This could have been a difficult meeting, but it went well. I […]