I had coffee this morning with a local small business owner interested in learning more about how to use social media for business. The first thing I did was search on his name, and his business website ranked number three in my Google search. I was impressed that his website has a blog, which gives [...]
I love Redbox! At 9:57 am this morning, I posted a question to @redbox asking how to resolve a problem I encountered this morning. I got a response to my tweet one minute later, at 9:58 am, from @redboxcare telling me to e-mail them to request a refund. I sent the e-mail at 10:03 am, [...]
The process of leadership flourishes when people assume responsibility for the choice to pursue substantive changes that enhance a shared purpose. This process is potent when its participants have hope – the belief that one knows how to perform and is willing to direct and sustain consistent effort to accomplish goals that matter. Hope requires [...]
The April 2012 Leadership Development Carnival is out and as always, it’s packed with links to great blog posts. The heavy lifting this month was done by Tanmay Vora of QAspire, with the continued stellar support of Dan McCarthy at Great Leadership. My contribution this month is entitled “The Difference Between Leadership and Management.” I usually [...]
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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 [...]
