Leaders Need to Align Both Team and Individual Goals With Strategy

  • February 2017
  • Posted By Ken
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Once you’ve developed a game plan for achieving your team’s goals, it is time to translate that game plan into individual goals for each team member. These goals should be set in a collaborative manner, not dictated or imposed by the team leader. When people participate in creating their own plans and setting their own

How To Build Trust

  • January 2017
  • Posted By Ken
  • 0 Comments
It is critical in any relationship to have trust. Whether it’s among the members on a sports team, among members of a family, or between a manager and an employee in an office, trust is the glue that holds people together. In any situation, a lack of trust means there is going to be trouble.

Seven Critical People Rules to Live By

  • January 2017
  • Posted By Ken
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A leader’s ultimate challenges are building a team intently focused on delivering exceptional results and delivering real, recognizable value for customers and shareholders while creating and sustaining a culture that values people and rewards results. The common thread between these goals is a true commitment to building relationships and connecting with and developing people. To

Afraid of Getting Fired?

  • December 2016
  • Posted By Ken
  • 0 Comments
Yes, you could lose your job for being inept, incompetent, missing deadlines and milestones, or simply failing to do the work. But you will not be fired for taking chances, and embracing risk and then accepting the responsibility that goes along with it. And if you are fired for taking an honest chance, with positive

Is Military a Great Leadership Example?

  • November 2016
  • Posted By Ken
  • 0 Comments
The military can be a great leadership example, yet in these days of engagement we need to be extremely careful that we are not treating our team as “troops” as they will soon feel that rank is important and that “the troops” are the ones that are assigned the dirty work and carry the can

Intuitive Street Knowledge

  • October 2016
  • Posted By Ken
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Being “street smart” is an important part of being a leader. What follows are five areas* you can develop to improve your performance as a leader. As with all things we discuss, do not do anything that will show a lack of humility, engender disrespect, or show a lack of trust.  1) Be Aware     i) Trust your

Customer Service Wow Story

  • September 2016
  • Posted By Ken
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After our last two blogs on the “ 10 Commandments of Customer Service” I thought it appropriate to share a customer service story.  Customer Service Story: Auto Craftsmen, Montpelier, Vermont  Chip and Amy run an auto repair business called Auto Craftsmen in Montpelier, Vermont. Their story is an excellent example of how to build a business

The Ten Commandments of Customer Excellence – Part 2

  • August 2016
  • Posted By Ken
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Hello Everybody,  Welcome to the second edition that completes our Ten Commandments of Customer Excellence. I hope you have adapted the first five to your business and have started putting them into practice!  THE TEN COMMANDMENTS OF CUSTOMER EXCELLENCE…Cont’d  6. Remember your manners.Our moms were right. People like courtesy–anything less is unprofessional and unacceptable. Recall the last time

The Ten Commandments of Customer Excellence

  • July 2016
  • Posted By Ken
  • 0 Comments
  Customer service is so instrumental to the success of any business that we are going to dedicate the next two blogs to this subject. When I became CEO of Westpac Financial Services in 1994 my first “Contact Point” column in our monthly staff magazine focused on customer excellence. I reminded our team that customer

Leadership – Performance Management

  • July 2016
  • Posted By Ken
  • 1 Comments
Today we are going to talk about performance management. This is a critical part of a leader’s role. While we need to address performance issues promptly, the overriding goal should be getting people back on track, not managing them out. Sure, we can’t afford to carry passengers. But the cost of a “hiring and firing”