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…

3 Ways to Help Managers and Direct Reports Collaborate to Achieve Goals

Want a more purposeful, aligned, and engaged organization? “Make sure managers and direct reports are taking a collaborative approach to performance,” says Susan Fowler, senior consulting partner with The Ken Blanchard Companies and coauthor of the company’s Self Leadership training program. “It starts with agreed-upon goals,” Fowler continues. “In my early days as a consultant,…

Managing a Team That’s in Constant Turmoil? Ask Madeleine

Dear Madeleine, I was recently hired into a manufacturing company in the engineering department. I am leading two different teams. One of the teams is running smoothly, and the other one is a disaster. Disaster team is in constant turmoil— to the degree that some members of team are not even speaking to each other.…

4 Ways to Provide Individual Attention Like a Coach

For most, if not all organizations, their employees are their number one asset. This makes the wellbeing, the engagement of employees very important. Why?  Because engaged employees are passionate about their work.  They strive to provide superior customer service, solve problems, and find innovative approaches.  A great way to generate a significant positive affect on…

Ken Blanchard on Leading at a Higher Level

The new, completely updated, third edition of Ken Blanchard’s perennial bestseller, Leading at a Higher Level, was released just last month. The first edition came out in 2006 and featured the best thinking from 18 different authors, summarizing the key concepts from all the Blanchard programs at the time.  The new edition continues that tradition.…

Not Sure about New Year’s Resolutions? Ask Madeleine

Dear Madeleine, What is your opinion about New Year’s resolutions? I have a list of goals as long as my arm for the New Year, and I realize I am probably overdoing it. How do I know how much is enough, and how much is too much? Feeling Ambitious ________________________________________________________________________ Dear Feeling Ambitious, There is…

New eBook Available: Measuring the Impact and ROI of Leadership Training

One of the biggest challenges leadership, learning, and talent development professionals face when they propose a new training and development program is convincing senior executives of the positive financial impact of the proposed initiative. Without a compelling presentation from L&D managers, it is easy for executive leaders to dismiss a new proposal as being too…