Great customer service is something that is rare these days. But when we experience it, it reminds us of the powerful impact it can have on us and our willingness to be loyal to a brand. I’ve written before about about how when we start to take our customers for granted, when we start to
When we make tough decisions, we deliberate long and hard before we do so. We come out with the conviction that what we are doing is the right course, and while it may displease some, we have weighed the options and made a decision. Often, however, we miss the opportunity to communicate that rationale when
Often as leaders we need to evaluate many sides of an issue, need to gain a perspective that goes beyond a quick black-or-white decision, and come up with a best-possible solution. But there are times, when it is black or white, when its time to recognize our non-negotiables, recognize when living in the grey is
I’m working with a student, who is launching a social entrepreneurship business. Her excitement and enthusiasm are contagious, and it is clear to me that she will do great things. From the very first meeting we have had, we have created a tradition; a technique that I have used periodically to create team buzz around
I saw an interview with Paul McCartney once. The interviewer was remarking that Paul is still performing, at an amazing level, even at his advanced age and asked Sir Paul how long he planned to still perform. Paul replied that he would perform as long as people bought tickets to his show and then he
I have found that when I am producing something, working on something, the best thing to do is to do it in several steps. To iterate. Whether you are problem-solving, preparing a board presentation, thinking through a strategy, or writing a customer proposal … walk away from it, think about it, refresh, and then come
Planning is a critical part of a leaders’ role. Having a great plan sets the stage to create the tactics to execute that plan. But, without a tactical action plan and having a management system to drive execution, a plan is just that…a plan, no results. A great plan assures that your company, your team
Recently in the college NCAA basketball tournament, one of the Louisville players had a horrible leg injury. The team went on to win the game , and flew to Atlanta for the finals. The coach of the team, Rick Pitino, stayed behind to be with his player. The other day, a friend of mine called
After working for a few months for Flemming Jacobs, one of the most inspirational leaders I know, he invited the team out to dinner with our wives. We had been on a project for several months, and much of that involved being away from our families. We quickly found out that this wasn’t the
Business “Above all, you want to create something you’re proud of. This has always been my philosophy of business.” “I can honestly say that I have never gone into any business purely to make money. If that is the sole motive, then I believe you are better off not doing it.” “Because I don’t see