3 simple ways to create a stronger team and build customer loyalty

With all of the changes going on in the airline industry over the last few years, it has definitely been more the exception rather than the rule when getting great service while traveling.  However, I had a pleasant surprise a few months ago while traveling back home on United Airlines. Once everyone had boarded the…

Employee Motivation–why it matters

A client asked me yesterday, “Why are you so interested in writing about optimal and suboptimal motivation?  All managers care about is productivity, accountability, and results—isn’t it like pushing water uphill with a toothpick,” he asked. Beyond absolutely loving that visual, the question really caught me. How often to do you hear someone ask you why…

“Mankind was my business.” (A leadership lesson from the ghost of Jacob Marley)

What is the purpose of a business? Search the internet for an answer and you will find different opinions. Many economists would say the purpose of a business is “profit maximization.” Peter Drucker said the only valid purpose for a business is “to create a customer.” Yes, profits are necessary, but Drucker adds that “the…

Is it time to join “Egos Anonymous”? Two ways to tell

Best-selling business author Ken Blanchard believes that there are two personality issues that prevent executives from becoming their best selves. “One is false pride—when you think more of yourself than you should. When this occurs, leaders spend most of their time looking for ways to promote themselves. “The other is fear and self-doubt—when you think…

“Be the change” you want to see in your customer service people: 5 ways to get started

In a recent Legendary Service course, one of my participants—we’ll call him Chad—wondered aloud if leaders ever adhered to the same standards they continually ask of their service providers. When asked for an example of what he meant by this, he said, “Well … we are asked to acknowledge the customer, get details about the…

Service above self: What leaders can learn from “The Giving Tree”

One of my favorite books of all time is the children’s book, The Giving Tree by Shel Silverstein.  In short, the book is about the relationship between a boy and a tree.  Throughout the boy’s life, the tree offers whatever it can to make the boy happy—to swing from its branches, to pick and eat,…