Whenever I present to managers about articulating and revealing guiding statements, organizational purpose, or core values to frontline staff and connecting them to their daily work activities, I get the question, “What if they don’t buy in to these corporate ideals?” Now, you might ask, “Why on earth would they
Q. Steve, in your latest blog post, you asked: “Do you have any employees who perform incomplete work or avoid undesirable work entirely? If so, consider ways to reframe the employee’s job assignments as contributions to a higher purpose.” Can you provide an example? A. Sure. Let’s say you manage
My 12-year-old son, Cooper, has played competitive basketball since he was in first grade. In those six years, he’s played point guard on eight different teams playing year-round. He’s attended at least a dozen different basketball camps, has worked with a private shooting coach on-and-off for the past three years,
I know I’ve done it. I acknowledge the importance of flossing and commit to my dentist that I’ll floss twice daily over the next six months between cleanings. Then, as my appointment nears, I’ll realize how inconsistent I’ve been and make a special effort to floss in the days preceding
According to a study by J.D. Power and Associates, when a hotel guest’s problem is resolved perfectly, it results in overall satisfaction averaging 80.7, compared to only 74.9 if there was no problem to begin with. And the more satisfied a hotel guest is, the more he’ll likely spend. The
I recently came across a list of attributes possessed by volunteers—whether candy stripers at a local hospital, political activists along the campaign trail or parents donating their time at their children’s elementary school. The list included: Passion: Authentic energy and enthusiasm in support of a cause Commitment: The act of
Have you ever heard a co-worker say, “I’m only one person, it won’t make much difference if I don’t do this quite right”? Most times they don’t actually come out and say it but you can detect it in their body language and demeanor. How can you influence these employees
I was in New York City for a business trip a week or so before my 10-year wedding anniversary. One afternoon, I stopped by the Tiffany & Co. flagship store on 5th Avenue to look at anniversary rings. A thoughtful representative named Duncan showed me several rings as he explained
How many of you enjoy standing in line, waiting to be served? Long before Disney mounted large flat screen televisions to keep its guests entertained while waiting in line to see the next attraction, supermarkets have positioned tabloid newspapers near the checkout aisles to ease the inevitable delays that accompany
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