July 27, 2020

We All Lose Eventually. What Matters Is How We Handle It.

No one goes undefeated. We will all face a disappointment, failure, or some other form of loss at one time or another. How a loss is handled says a great […]
July 20, 2020

Taking the High Road: How Employees Leave an Organization Really Matters

In every organization, there will be situations in which the “fit” is not right for some employees. As a result, employees are let go. In other cases, employees may decide […]
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 […]