Leadership and Customer Satisfaction

Why do most customer satisfaction or customer improvement programs fail? The entire company must embrace them, not just those in customer-facing roles.

Monster Tips

How to handle a reactionary person who blames and gives up? Be playful, offer to help, be creative. Repeat.

View from the Middle of the Boat

Leaders who misread a person’s needs cause chaos and possibly even danger depending on the situation. Plan ahead and define roles.

Another Frustrating Principle: Empowerment

You can’t empower people; they must empower themselves. Reward them for making decisions and taking risks, their work will be more satisfying.

On Leadership

Timely leadership goals that have stood the test of time.

Reflections on Doubt

Modeling authentic behavior rather than perfection forms the basis for successful organizations.

Use What You Have

According to Peter Drucker, “There are no better people…. make them capable of doing the work.”

Managing Monsters

Is your co-worker turning into a monster ready for battle? Don’t fight the beast; climb aboard and ride along.

Why do you like being a firefighter?

Do you start more fires than you extinguish in your role as a leader? Focus on preventing the fires in the first place.

The Perils of Life’s Continuous Improvement Process

You are only on the path toward Continuous Improvement if you can enjoy victories along the way.