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 I thought no big deal. However, after reviewing what happened and getting feedback from a few others a leadership lesson began to formulate in […]

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 quality of the customer interactions in person, on the phone or online. This requires you treat customers with respect, dignity and grace. A negative attitude, poor systems or […]

Horrible customer service is the norm today. It reigns! Have you experienced any similar scenarios recently like the ones below? I have all within the last month. Can you relate to these? I know things like this have happened before to me. I thought, who am I to expect better service? Then, I thought, really, […]

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 coaching people but fail in the practice of it. Be one of the “real” coaches who establishes trust, builds people up, and achieves significant sustainable positive results. […]

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 consistent message: “Get him out of the office and on the floor, and have him stop sending inflammatory emails […]

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. It’s an awful situation to be in, if you have one. Type in “bad boss” on Google and you receive millions […]

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 negative most of the time. The words, language and intention that spews from their mouths are most often offensive. Terrible Leaders Equal Terrible Results […]

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 outcome than a rule. There are a couple of other ways out there to define the first rule for leadership success: Show up […]

Here’s a question I received from a manager. What motivates employees to produce better results when I do not have options of offering them more money?  You might be surprised to learn that money isn’t all that motivates employees.  In fact, it’s often not near the top of the list of motivators. Does Money Motivate? To […]

Here is the text of the Declaration of Independence. Yes, celebrate freedom! Maybe, all members of Congress today should read this document, and be tested on it. The founding fathers weren’t perfect. Did you know the founding fathers of our country were traitors to Britain of which they were citizens? They were racist, too, because most […]