Some days are etched in your mind forever. For me, one of these days occurred after returning from a particularly arduous business trip. I entered our offices, exhausted, and needing to refocus my attention when my assistant pulled me aside to say that a couple of people from the Chamber of Commerce were waiting to see me. Continue →
Listen to Lead and The Skill of Servant Leadership
I was a bit “rough around the edges” during my early years as a leader. As I continued to develop my leadership, I started to focus on how I could be of service to those around me as the bible calls us to do in 1 Peter. “Each of you should use whatever gift you have received to serve others, as faithful stewards of God’s grace in its various forms.” 1 Peter 4:10 NIV Today, people call this Continue →
Memorial Day Isn’t Over
Let’s continue to give thanks for the freedoms purchased with the service and lives of our veterans. #gratefuleveryday Use the buttons above to share this message with friends and followers. click <here> to leave a comment Continue →
The Upside of Inside-Out (& The Key to Service Excellence)
After a bicycle ride, I turn my jersey inside-out to launder it – in order to minimize wear on the fabric. I have ridden my bicycle about 3,000 miles a year over the last few decades, so you can imagine how many cycles (on the road and in the laundry) it's had to endure! I have found that, in the case with running an organization as well as with washing my cycling clothes, Continue →
Magically* Transform Your Customer Service
How to Teach Employees the Nside/Outside Principle (With Props!)
In order to introduce the Nside/Outside (internal customer) principle to our employees, one member of my leadership team and I had to get crafty! Continue →
3 Questions Great Leaders Ask to Prevent Dysfunction
Recently my wife and I went to watch our four- and six- year-old grandsons play indoor soccer. Continue →
Who is Your Internal Customer – and Why You Should Care
About 20 years ago, I experienced the largest failure that I have ever encountered. I had invested about 4 million dollars to develop a new service – and I eventually had to shutter the whole operation. – Ouch! Continue →
3 Steps to Extraordinary Customer Service
On Saturdays, my wife and I enjoy doing our early morning long bicycle ride or long walk, cleaning up, and then going to our favorite grocery store. Before we begin shopping, we usually enjoy a delicious, cooked-to-order omelet in the store’s deli. We like this grocery store because of how well everything speaks to us as guests (that’s what they call their customers). The shopping carts, Continue →
6 Reasons Why Your Customers Are Leaving
My good friend and I regularly have lunch at a nearby deli. We enjoy the food (and ice cream), and as you can imagine, during our long discussions, we always have an answer to solve all of the world's problems! Continue →