Rick Conlow

Sadly, the great customer experience scam is on. First of all, nearly everybody says they are in favor of good customer service. It’s as desirable as apple pie, family, and free expression, [...]

E pluribus unum is a Latin phrase meaning “out of many, one.”  Most noteworthy, it implies people of honor working together for the common good.  It is what the founding fathers hoped [...]

Management guru Peter Drucker wrote over twenty years ago, “We have a dearth of leadership”. He prophesied the lost art of servant leadership that we face today. Have you ever lost something very [...]

Recently these three situations came up in a couple of organizations. Each can define leadership intent-honest or dishonest. It reminded me that little things can make a big difference. At first [...]

Customer Service Superstars are friendly and helpful when delivering the customer experience. Listening is their highest form of courtesy. The bottom-line to excellent customer service is the [...]

Read these insightful and powerful coaching quotes. Each is especially selected to identify steps to great coaching, while sharing words of wisdom.  Most organizations and managers talk about [...]

What do you do if your team’s results are slipping or down right poor? Check out these examples. One by one, a new client’s team leaders covertly came to talk to me about their manager. The [...]

A horrible boss doesn’t just show up in the movies. How many times have you heard someone complain about a bad boss? Almost everyone has worked with one at some time in their careers. [...]

While there are other despicable of traits of terrible leaders, the biggest complaint is that they are consistent purveyors of bad news just like the politicians and the media. They are downright [...]

In the movie, A Bug’s Life, Hopper the grasshopper says, “The first rule of leadership is everything is your fault.” That certainly can seem to be the way it is, but that’s more a potential [...]