Check out this blog by Peter Bergman . He identifies what he believes is the secret to excellent companies. It has everything to do with leadership, and his bottom line, the critical ingredient, is something I have blogged about previously. His description of how his favored hotel is run is also a good description of [...]
At the end of each day, after dinner and before going to sleep, write down three things that went well during the day. Do this every night for a week. The three things you list can be relatively small in importance (“my colleague brought donuts to work today”) or relatively large in importance (“my boss [...]
Are you in your organization to do something, or are you in your organization for something to do? If the answer is “to do something”, what is it that you want to do? On a piece of paper, write at the top “What I want to accomplish.” Now make a list of all the things [...]
Another positive concept I find extremely attractive is interpersonal trust, the kind found in close relationships. There is no more important relationship at work than the relationship between an employee and his/her immediate supervisor. I think trust is huge. Think of trust this way – it represents an individual’s willingness to be vulnerable to another [...]
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I am speaking this morning to a group of leaders at Truckee Meadows Community College. It’s not often that I get a chance to speak to colleagues in education about leadership so I am looking forward to it. These folks have been participating in leadership development and my talk will be the final session. I [...]
Crappy Systems – The Reason Why Good Service Is So Elusive
Why is it so hard to get good service in a coffee shop in Reno at 7:30 am on a Friday morning? Last week I had an unacceptable service encounter at Starbucks. This morning I once again was near that same Starbucks, and instead of going for the convenient experience, I drove out of my [...]
