Want to Lead a Successful Change? Involve Your People!

As so many industries are beginning the long challenge of recovering from the pandemic, organizational change seems to be happening everywhere. The first issue many organizations must deal with when planning a change is finding an effective leadership approach that encourages large numbers of people to buy into a change at the same time. What…

Looking Back on a Year of COVID-19

It’s hard to believe it’s been more than a year since the world was blindsided by a global pandemic. Millions of people are mourning losses due to COVID-19: family members, friends, and colleagues who have died; businesses and jobs that have been lost; savings accounts that have been depleted. Almost everyone has experienced some form…

Legendary Customer Service: As Important as Ever

When my colleagues Vicki Halsey and Kathy Cuff and I were creating the Legendary Service customer service training program, we asked people in organizations two questions: Why is creating a positive customer experience important?  How do you want your customers to feel when working with your organization? We always got the same answers: If customers…

Creating A Compelling Vision for Your Team

It’s a timeless truth that bears repeating: Good leadership starts with a vision. Why? Because leadership is about going somewhere. If you don’t know where you’re going, your leadership doesn’t matter. Great leaders understand this and mobilize others by coalescing them around a shared vision. A compelling vision will help you and your team get…

Are You a Servant Leader and Don’t Know It?

Over the years, I’ve talked with thousands of people about servant leadership. Every so often somebody will come up to me after a speech and say to me, “You know, Ken, the style of leadership you just talked about is exactly the way I’ve been leading people for years—I just didn’t know there was a…

Use the CARE Model to Serve Customers at a Higher Level

The quality of a company’s customer service affects its reputation as well as its bottom line. Customer service done well raises an organization’s image in the public eye and attracts new revenue. Customer service done poorly does the opposite. When an organization delivers with such excellence and consistency that its service reputation becomes a competitive…

4 Keys to Great Customer Service

Think of a time when you experienced truly excellent service. It may take you a few minutes—I don’t mind waiting. Got it? Now compare that to a time when the service you received was just acceptable, but nothing special. Which organization do you want to do business with again? I’ll bet it’s the one where…

The Two Sides of Servant Leadership

When people hear the phrase servant leadership, they are often confused. These folks think you can’t lead and serve at the same time. Yet you can, if you understand that servant leadership consists of two parts: A visionary/direction, or strategic, role—the leadership aspect of servant leadership; and An implementation, or operational, role—the servant aspect of…