Lead in the Moment

Driving results by embracing the moments that matter.

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Leadership and Amelia Bedelia

Leadership and Amelia Bedelia

What can we learn about leadership from “Amelia Bedelia”?

When recently reading the children’s book, Amelia Bedelia by Peggy Parish to my children, it occurred to me that there are some important points we can learn about leadership from this story. The premise of the story is simple; Amelia Bedelia starts working as a housekeeper for the Rogers’ family. They left her a list of tasks to perform,…

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Filed under Communication Customer Relations Customer Service Employee Engagement Employee Motivation Employee Relations employees Humility Leadership Listening Management Organizational behavior Organizational Development Self Awareness Servant Leadership Teamwork Training

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When We Get It Wrong

When We Get It Wrong

“We got it wrong.”

This line has been thrown around repeatedly over the last couple of weeks in light of the recent scandals involving NFL players. It seems as if there have been numerous news conferences with those in charge pontificating how they made a mistake and changed their stance on an issue. I am curious how the leadership of these organizations really feel. Were these admissions of…

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Filed under errors integrity judgement call Leadership Leadership mistakes Management NFL Organizational behavior Organizational Development Ray Rice Scandal Self Awareness Servant Leadership social media Stressful leadership Teamwork TMZ

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They Won’t Miss Me

They Won’t Miss Me

How much importance should be placed upon the attendance of senior leadership at team member appreciation functions? I was recently speaking with someone who communicated how senior leaders failed to attend a team member appreciation function within their organization. When asked why, the response was simply, “They (the team members) had free admission, free dinner, and got to spend time with…

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Filed under Communication Customer Relations Customer Satisfaction Employee Engagement Employee Motivation Employee Relations employees executive level Leadership Listening Management Organizational behavior Organizational Development Self Awareness Servant Leadership service industry Teamwork

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Selling Your Story

What happens when as a leader, you are expected to be the champion for change when you may not necessarily agree or believe in the change?

Change can be difficult and it is typically up to the leadership team to communicate a positive, united front to the entire organization. If you do not agree with the change, do you brush up on your acting skills and pretend that everything is great? Or, are…

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Filed under change Communication Employee Engagement Employee Motivation Employee Relations employees executive level Leadership Listening Management opportunity Organizational behavior Organizational Development Self Awareness Servant Leadership Service Teamwork

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What is Your Motivation?

What is Your Motivation?

Do we ever stop to think about the reasons one becomes a leader? I think about the different perceptions about leadership – everyone sees a leader in a different way. I used to believe that leadership consisted of an individual person who was “in charge”. This person was like a character in a movie – someone strong that could make decisions and take action to ensure everyone was taken care of. I…

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Filed under Communication Customer Satisfaction Customer Service Employee Engagement Employee Motivation Employee Relations employees executive level guest service Leadership Management Organizational behavior Organizational Development Self Awareness Servant Leadership Service service industry service provider

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Don’t Ask Me, I’m Just the Salesperson

Some days I just like to blog about things that amaze me. The following story is true – I couldn’t make this up! As a former salesperson, I am truly amazed by this conversation between a salesperson and the customer.

A friend of mine received a phone message from a salesperson asking her to return the call otherwise they were going to lose coverage on a product they were utilizing. Although…

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Filed under Client Relations Communication customer customer feedback Customer Satisfaction Customer Service Customers Product Knowledge Sales

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The Price of an Opinion

The Price of an Opinion

I was shocked the other day to read an article about a hotel in New York that added a clause to their wedding contracts that prohibits anyone associated with an individual’s wedding to post a negative comment or review on any online site, such as Yelp. If they or any of their guests posted a negative comment about the hotel, the hotel would deduct $500 per comment from their deposit. I found this…

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Filed under Client Relations contracts customer feedback Customer Relations Customer Service Customers events guest service Hospitality Industry Hotels Leadership Management Service service industry service provider social media weddings

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Outside the Zone

When was the last time you did something really scary? Maybe not jump-out-of-an-airplane scary, but something that put you way outside of your comfort zone. How did this make you feel? Were you relieved when the experience was over or did you revel in the excitement of doing something new and scary?

I believe we could all agree that doing something outside our comfort zone is uncomfortable at…

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Filed under change Comfort Zone Communication Employee Engagement Employee Motivation Employee Relations employees Fear Fear of Failure Leadership Listening Management Organizational behavior Organizational Development Self Awareness Service service industry service provider Teamwork Training

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What is Your Excuse?

What is Your Excuse?

I was reading an article recently about a car rental company who rented a car with expired tags. Inevitably, the car was pulled over and the guests were given a ticket. They spoke with the rental agency who assured them the ticket would be taken care of and they did not need to be concerned.

You can probably see where I am going with this – the guests were continuously charged for the ticket,…

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Filed under Client Relations Customer Relations Customer Service Customers employees guest service Hospitality Industry Leadership Management Organizational behavior Service service industry service provider Training

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Weeding Out Negativity

Negativity – it can infiltrate an organization like the weeds in my flowerbed. How many times have you encountered that one employee who has a gift – a gift of spreading negativity to all of the employees throughout the organization? Just like the weeds populating themselves in my flower bed – they root in one place, then move on to the next place, and so on until the entire area is covered. And…

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Filed under Communication Customer Service Employee Engagement Employee Motivation Employee Relations employees guest service Leadership Listening Management Organizational behavior Self Awareness Service Teamwork Training