If you want to drive great external customer service start by providing great internal customer service. Last week, I was invited to Orlando to deliver a speech at one of the Disney resorts. I had been working and traveling all week and showed up at 11:00 p.m. I was greeted at the car by Loren,…
In their latest post for Fast Company online, management experts Scott and Ken Blanchard share that, “One of the big mistakes we see among otherwise promising managers is the self-limiting belief that they have to choose between results and people, or between their own goals and the goals of others. We often hear these people say,…
Performance expert John Hester identifies four common mistakes that managers make when they set goals for employees in the latest issue of Ignite! The negative result is poor or misaligned performance, accountability issues, blame and resentment—not to mention countless hours spent reviewing tasks and redoing work. Wondering if you might be making some of these…
Accountability, accountability, accountability. It’s an issue that comes up time and again as leaders and HR professionals think about the one underlying challenge in their organizations that holds performance back. It’s a silent killer that operates below the surface in organizations and it’s tough to address. A best-selling business book (and one that I had…
There was never a question of “if” it would happen. The only was question was “when?” Any NFL football fan knew that sooner or later a “replacement” referee would make an incorrect call that decided the outcome of a game. That time was this past Monday night when the Seattle Seahawks came away with an…
Why don’t employees do what they are supposed to do? Former Columbia Graduate School professor and consultant Ferdinand Fournies knows. Over the course of two decades, Fournies interviewed nearly 25,000 managers asking them why, in their experience, direct reports did not accomplish their work as assigned. Here are the top reasons Fournies heard most often…
It’s easy to lose sight of where you are going when you’ve had your nose to the grindstone for an extended period of time. You get focused on your task and you don’t take the time to lift your head and see where you are headed in the long term. Sometimes it’s just the opposite. The long…
Join author and consultant Bob Glaser for a complimentary webinar and online chat beginning today at 9:00 a.m. Pacific Time (12:00 noon Eastern). In a special presentation on Leading from Any Chair in the Organization, Bob will be sharing three actionable steps on creating a culture where everyone feels a sense of ownership, empowerment, and ability to…
Why don’t more employees do what they are supposed to do? Author and consultant William Schiemann might have part of the answer—only 14% of the organizations he polled report that their employees have a good understanding of their company’s strategy and direction. He shares that fact and some of the causes as a contributing author…
It’s the start of a new year and a great time to take stock of where you are and where you are going as a leader. The ability to think clearly and make the best decisions is a key part of any leader’s role. Yet, many leaders tend to fall into bad thinking patterns—especially after…