Insights and Reflections on Excellence

Seven Characteristics I Look for in a Leader

My view of leaders and leadership has evolved over time. I have soaked in the philosophies and perspectives of many people. They include but are certainly not limited to Peter Drucker, W. Edwards Deming, John Maxwell, Simon Sinek, Seth Godin, Stephen Covey, Jon Kotter, Jim Collins, Dr. Seuss. And, [...]

2018-11-19T08:48:28+00:00November 19th, 2018|

What If We Built Kindness into Companies?

What if?  What if we built workplaces, one process at a time, that allowed us to do many excellent things? How could instilling respect and kindness make a difference in what we do each day? I often try to imagine that workplace. Fortunately, I have worked in some of those [...]

2018-11-19T08:20:58+00:00November 17th, 2018|

Why Kindness Matters to Me in Excellent Customer Service

Quite simply, customer service begins with kindness. Excellence in serving customers starts with leaders who value employees and model quality service. Leaders who respect and build relationships with staff establish the foundation for great service to thrive. Excellence in service does not begin with customers. Where does customer service [...]

2018-11-19T08:21:13+00:00November 15th, 2018|

Perspective-How to See Through the Eyes of Others

Perspective changes everything. How can we see through the eyes of others? Why would we want to? When I can stop and consider how someone else sees the problem or lack of a problem, the new view can change my perception. Perspective or perception? Let's keep this simple. Basically, [...]

2018-11-19T08:21:26+00:00November 13th, 2018|

Four Revealing Ideas to Effectively Manage an Organization

To effectively manage an organization, we must first remember that it is a system. All systems left unattended will naturally find their state of disorganization. This is the principle of entropy. We could also refer to it as the “random capacity of the system.” Our problem grows . . . Most [...]

2018-11-19T08:21:34+00:00November 12th, 2018|