Change. Where does it begin? With me, with you—because we’re all for improvement until the consequences of improvement jolt us and create discomfort. We talk about change and blame our lack of results on change. We bemoan the fact that we have too much change. We throw our arms [...]
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 [...]
What is your potential, your good news? We are all unique with gifts to share with ourselves, our families, our colleagues, and the world. Be kind. Be brave. Be you. Take time today to look for the good news that only you can bring to us. We are waiting [...]
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 [...]
How do you celebrate? Do you have a party? Do you give each other a high five? What does it mean to celebrate excellence? The secret of joy in work is contained in one word— excellence. To know how to do something well is to enjoy it. Pearl Buck [...]
Every day is a new beginning. Another chance — to learn more about ourselves, to care more about others, to laugh more than we did, to accomplish more than we could, to be and become more than we were before. "How different our lives are when we really know [...]
Value people first . . . If we hope to transform our organization, our department, our team, we need committed and dedicated people. Without them, we will never get there. How we treat each other does matter. Our expectations should always remain clear. A much too common story . [...]
We are all leaders. The questions we must answer . . . How will you lead today? What actions will you take to help yourself and others be and become their best? Do what you believe in. Paint a picture of the future. Go there. People will follow. —Seth Godin [...]
Being and becoming your best is hard work. Hard doesn’t mean impossible. Rather, it requires commitment, a goal, and most importantly, consistency. I love the way Seth Godin described the difference between persistence and consistency. As he put it, “persistence is annoying.” I see his point. Excellence, improving, getting [...]
I’ve spent a great deal of time lately thinking about creativity, innovation, and the role of art in the workplace. We focus on the strategies, the outcomes, the output of our work. These are all important, but how do we become creative? Where does innovation fit into our work on [...]
