Rick Conlow

Most employees dread a performance appraisal. Why? Quite frankly managers are poor at it. So, most end up doing more damage than good. Nearly all bigger companies have gone to online systems to [...]

A genuine leader​ is rare, precious to work with, and desperately in demand.  She stormed into the office and interrupted the team meeting. Instantly, she declared that things will change. [...]

“The most important skills I had to learn to be successful were people skills.”  Declared flamboyant businessman Richard Branson. Dr. Daniel Goleman calls these skills our Emotional [...]

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 [...]