The cost of convenience
During a recent visit to FedEx Office, I asked the counter rep to photocopy and staple 35 copies of a 4-page document. She instantly produced
August 8, 2023
Blog
Read More »
Enforcement versus enrollment
On his podcast, Seth Godin, makes a brilliant distinction between the use of enforcement and enrollment to bring about desired behavior. Enforcement: the act of
July 24, 2023
How principles, purpose, and core values link to culture
Stephen Covey used to tell a story comparing principles to lighthouses. The moral of the story was that you don’t break principles. You break yourself
July 19, 2023
Do more than check boxes
Cynics might say, “Does it really matter whether a supervisor, manager, or leader can recall the organization’s mission, vision, or purpose statement or core values?”
June 19, 2023
The 3 Ps of purpose-driven customer service (Part 2)
Last week, I presented Part 1 of an activity that will enable supervisors, managers, and leaders to produce fresh suggestions for how the team can
April 5, 2023
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
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
