Lead in the Moment

Driving results by embracing the moments that matter.

0 notes

Follow That Goose

When I was out driving the other day, I noticed a gaggle of geese flying around up in the air. They were not flying in the normal “V” formation; they seemed to be just flying around looking rather unorganized. There was clearly a lead goose, one that was in front of the others, but the rest of the group was all over the place, appearing to not have any clear direction, just managing to stay…

View On WordPress

Filed under Employee Engagement Employee Motivation Employee Relations employees executive level geese Leadership Management opportunity Organizational behavior Organizational Development Self Awareness Servant Leadership Service service industry service provider Teamwork

0 notes

A Natural Born Leader

A Natural Born Leader

I always cringe when I hear someone described as a natural born leader. Leadership is not something that is bestowed upon someone based upon his or her DNA. Anyone can have the ability to be a leader, not just a lucky chosen few.

The concept of a natural born leader stems from the Great Man Theory of Leadership that was an early popular theory and was closely aligned to charisma. People have…

View On WordPress

Filed under Communication customer Employee Engagement Employee Motivation Employee Relations executive level Leadership Listening Management Natural Born Leader Organizational behavior Organizational Development Self Awareness Servant Leadership Service Teamwork

0 notes

Keeping You Honest?

Remember the childhood story Pinocchio – the puppet whose nose grew every time he told a lie?  Does your organization believe that you can hide things from the public when we are all living in the social media fishbowl?  You may think you can get away with not sharing the truth, but social media can literally show your nose growing to the world!

Today, social media requires us to be honest with…

View On WordPress

Filed under Client Relations Communication customer Customer Relations Customer Service Customers Employee Relations employees guest service Honesty Humility Leadership Management Self Awareness Servant Leadership Service service provider social media

0 notes

Changing Perceptions

How do you change the perception your followers have of you when you have done something stupid? As human beings, we have all had that occasion when we just open our mouths at the wrong time, or react poorly to something that has occurred. Unfortunately it only takes that one moment to change how someone views you. I remember the old saying, “You only have one chance to make a good first…

View On WordPress

Filed under Client Relations Communication customer Customer Relations Customer Satisfaction Customer Service Employee Engagement Employee Motivation Employee Relations employees executive level Hospitality Industry Leadership Listening Management Negative Perception Organizational behavior Organizational Development Perception Self Awareness Servant Leadership Service service industry service provider Training

1 note

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,…

View On WordPress

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

0 notes

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…

View On WordPress

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

0 notes

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…

View On WordPress

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

0 notes

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…

View On WordPress

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

0 notes

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…

View On WordPress

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

0 notes

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…

View On WordPress

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