Do you have a service friendly culture? 5 questions to ask yourself

Service in the airline industry is kind of a wash in my opinion, but I want to tell you about an exception—Southwest Airlines.  Here’s a recent travel experience that I think speaks volumes about the service focused culture that Southwest has created. The line at curbside check-in was very long and the baggage handler didn’t…

Sometimes, just being there is all that matters–3 ways for leaders to get started

Several years ago, The Ken Blanchard Companies conducted a test on the effectiveness of regular one-on-one meetings between managers and their direct reports to improve perceptions of managerial effectiveness. Managers met with their direct reports every two-weeks to discuss issues that the direct report wanted to discuss.  At the end of six months, surveys were…

Customer Service—it can’t be about THEM until it’s about YOU

There’s a common misconception that customer service is all about the customer. Surprise—it’s not necessarily so. Service is definitely for the customer—internal or external—but it’s about you, the service provider. “What?” you may be asking. “No, it’s about my client.” True … kinda. But it can’t be about them until it’s about you. The service…

Mindfulness at Work—3 ways to get started

Being aware of what is happening to you in the present moment without judgment or immediate reaction.  It sounds so simple.  The noticing and awareness part is one thing—but without judgment or immediate reaction?  This requires practice:  To notice when someone is pushing your button and take it in as information, but to not get…

Do your people have permission to cut up the watermelon? 3 strategies for empowering employees

I love being pleasantly surprised, especially when it comes to customer service experiences.  I had one of those experiences a couple of weeks ago when I was visiting my son at college.  Let me share what happened and what I learned about the impact of empowerment as a result. My son goes to school in…

Stand Out! Three Steps To Discover What Separates You From The Crowd

What is one thing that you do better than anyone else? For some people, that may be easier to answer than others. If I asked Usain Bolt that question, I’m pretty sure he’d say that he can run faster than anyone on the planet. For most of us though, the question would prove to be quite…

Re-engage yourself by sending your brain in a positive direction

Three years of a dismal economy has worn down a lot of people.  While some people (about 20% according to most engagement surveys) have maintained their passion, a large majority have lost their mojo.  Tired of a flat attitude and just going through the motions?  Here’s a three-step process for jump-starting your work environment. Rediscover…