This recession has been a tough ride for most organizations. Many leaders I have met with in the last few months have grown weary of trying to keep things moving forward with fewer resources. They keep thinking things will improve, but “flat” seems to be the new “up.” In times like these, it is tempting for all of us to stay in our offices and become introspective. But we absolutely cannot do that. Our people need us now—more than ever.
Archive for Leadership
Leadership and the Law of Replication
When I was about three or four, I distinctly remember my Mom saying to me, “Mike, you don’t need to walk with a limp. … Regardless of her admonition, I still walked with a limp for another year or so, simply because I wanted to be like my dad.
The Total Customer Experience
Being great at what you do is about more than being a competent professional or a skilled craftsman. It’s not enough to deliver a great product or service. It is about the total customer experience, from the first encounter until the last—and everything in between.
Four Strategies for Responding to Poor Customer Service
Perhaps you’ve noticed: customer service has deteriorated noticeably since the recession began. Fewer waiters in restaurants. Slower room service in hotels. Longer wait times for support. This is hardly surprising. With significant layoffs in almost every industry, fewer people are available to provide the level of service you have come to expect. Here are four strategies for responding to poor customer service.
Priority Management and Life Balance
Most people believe that somehow, if they can just find the right system, they can get everything done. I think this is a myth bordering on an outright lie. You can’t do it all. Time is a limited resource. In my experience, the key to work/life balance begins by getting crystal clear on your priorities.
What Keeps You Going When You Want to Quit?
Everything important requires work. Hard work. And sometimes there is a long arc between the dream and it’s realization. That’s when we want to quit, but that is also where the work and the transformation occur.