Customer service is a double-edged sword. Get it right and you can make loyal, lifelong customers who sell your products for you. Get it wrong and you can find your business in real trouble. The Wrong Way to Do It My friend Frank gave me an example of the exact wrong way to do customer […]
Archive for culture
What My Dog Trainer Reminded Me About Leadership
Recently, my wife bought me a Labradoodle puppy. I had wanted one ever since my daughter got hers. My grandson named him “Charlie Brown,” since his fur was a beautiful chocolate brown color. Though he was born in January, we didn’t get to meet Charlie until last week. He spent the first eleven weeks at […]
How Penguin Leadership Will Change Your Team Culture
This is a guest post by Sean Glaze, a team speaker and motivator. You can check out his blog, and follow him on Twitter. If you want to guest post on this blog, check out the guidelines here. What do penguins have to do with leadership and changing your toxic team culture? More than you […]
Leadership Question #8: How Do You Encourage Others to Communicate Your Core Values?
In my answer to Michael’s previous question, I emphasized the formal ways in which we communicate our values at Thomas Nelson. I talked about hiring practices, new employee orientation, rewards and recognition, and annual reviews. All of these are important, but, as I suggested at the end of the post, they are probably not the most important.
Leadership Question #7: How Do You Communicate Your Core Values?
“How do you or other leaders in your organization communicate the ‘core values’?” Unless values become behaviors, you only have a set of platitudes. Unfortunately, these platitudes will ultimately create cynicism when smart people realize that your behavior doesn’t line up with your words. At Thomas Nelson we rely on six methods to communicate our values.
Leadership Question #5: Where Do the Great Ideas Come From?
Where do the great ideas come from in your organization? The short answer is anywhere. They can come from at least four sources. More important, there are specific things you can do to ensure your organization nurtures and harvest’s the best ideas.