How transformational is your vision? Take the quiz!

How transformational is your vision? Take the quiz!

If we want to accomplish things we have never done, to go from where we are to where we want to be, we must expand our beliefs about our abilities, our focus, and our efforts. We must transform our vision and shift our thinking in a way that makes it all...

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Building a Leadership Culture

Building a Leadership Culture

In previous blogs, especially here, here and here, we’ve talked about what a leadership culture looks like on a team. An active leadership culture is not only an environment in which leadership is embraced and trusted, it is an environment in which the...

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5 questions every employee wants their boss to ask

5 questions every employee wants their boss to ask

Recently, Forbes published a list of 10 Things Only Bad Bosses Say. While most of us have ‘bad boss experiences’ in the past, so we may relate, this article got me thinking about some of the things great leaders say to inspire and motivate their teams....

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What Richard Branson looks for in a leader

What Richard Branson looks for in a leader

Sometimes, as leaders, we feel pulled in two different directions, do we invest our time and energy in our employees or our customers? While it’s easy to say “both,” the reality is, we have limits on our time, so one or the other is going to get more of...

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Creating an environment that encourages people to lead

Creating an environment that encourages people to lead

In our most recent blogs, we looked at two different real-world customer service scenarios. In one story, both an employee and a manager fumbled a simple service opportunity that nearly cost them a long-time customer. In the next story, one employee chose...

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A leader steps up and saves the deal

A leader steps up and saves the deal

In our last blog, I shared a friend’s story of what he called “bewilderingly poor customer service,” that left him wondering why neither the employee nor the manager seemed to know how to fix the problem … or felt empowered to do so. Today’s story begins...

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A customer service miscue leaves a lasting impression

A customer service miscue leaves a lasting impression

In our last blog, we talked about the importance of investing in our team members personally, as well as professionally, and what that means for our organization. In this blog, I want to share a story about what can happen when leadership focuses on skills...

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What Christmas means to me

What Christmas means to me

This year, at Christmas, there are so many things tugging on our hearts. My husband, Bob’s, dad passed away earlier this year, and his mom was diagnosed with lung cancer. She will miss celebrating with us this year, because she’s having radiation...

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