Welcome to My Blog

"Engagement is all about feelings and how you make people feel"

The Act of Creating Confidence

Today we are going to talk about something that is equally important in parenting and leading - the act of creating confidence. Another important component of your role as a leader is the ability to lift the confidence of your people and remove fear of failure. Fear...

Connection

We are going to talk about connecting with all people, but especially with our co-workers. The feeling of connection is critical in all relationships, be they business or personal. You know that feeling you get when someone is visiting with you and you feel that, at...

Paying Attention

Today we are going to focus on the benefit of paying attention. It is one thing to obtain input and feedback, but are you paying attention to it? Many companies have extensive customer and team feedback mechanisms in place, but precious few really believe the areas...

Recruiting Dad Style

This story relates to an employee that my father recruited and gave a chance, despite being told by a number of sources that this man would let him down...big time.  This man, Peter, was 25 years old, with a wife of 24 months and a new baby just 6 months old. Peter...

Explore Your Wow Factors

Let’s acknowledge some important realities of conducting business today. Marketing has become inescapable, competition in most industries is fierce, and most customers face many demands on their time and attention. The challenges here are apparent: It can be tougher...

10 Ways to Make it a Successful Week!

Are you going to create a successful week this week? Here are some things to focus your mind on what really matters: What actions on your “To Do List” can you move forward this week? What actions will you need to take to move those opportunities forward? What...

How To Build Trust

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...

Afraid of Getting Fired?

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...

Intuitive Street Knowledge

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...

Customer Service Wow Story

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...

The Ten Commandments of Customer Excellence – Part 2

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....

Leadership – Performance Management

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...

Customer Loyalty Is The Key to Sales!

At all times, and especially in tougher economic times creating customer loyalty is something the successful businesses work hard at doing. 1.  Customers are “searching for stability”. They are still showing restraint with their spending, so this means you had better...