The 3 Ps of purpose-driven customer service (Part 1)
Last month, I presented to a group of hotel general managers. These were the presentation’s three main objectives: Reveal the totality of employees’ job roles.
March 31, 2023
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Hire for cultural fit
A company’s culture is the byproduct of the collective actions, behaviors, and decision-making of its employees. And employees’ actions, behaviors, and decisions are informed by
February 16, 2023
Create alignment through constancy of purpose
Earlier this year, at a live management training event for a sophisticated multi-billion-dollar global company, I posed the following instructions in succession: “Raise your hand
December 3, 2022
Cultivate a work environment where employees can thrive
A recent Gartner study revealed 52 percent of employees surveyed agreed or strongly agreed with the statement: “The pandemic has made me question the purpose
October 17, 2022
Two types of KPIs
When you think about Key Performance Indicators (KPIs), what comes to mind? If you’re like most people, you think of metrics that matter to your
September 28, 2022
Connect every job role to purpose
Recently, I was a guest on a podcast with Wanda Wallace. She posed some great questions, including one about how to connect every job role,
June 28, 2022
What is my team’s aspirational goal?
This is the final article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role
May 3, 2022
What purposeful actions and behaviors do I exhibit at work?
This is the third article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role
April 29, 2022
What values guide my actions and behaviors at work?
This is the second article in a 4-article series that explores each of the Four Questions leaders must ask to reveal the total job role
April 25, 2022
