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Purpose-driven Q&A

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,

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Unconditional service

Yesterday, while channel surfing for a college football game, I stumbled upon the reality show Undercover Boss. The episode featured Popeyes Louisiana Kitchen’s Chief Talent

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Posture versus performance

When it comes to serving customers, most companies are concerned more with posture than performance. Posture is based on what companies say they do, their

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Pygmalion in service

If you studied management anywhere along your journey, then you may recall the seminal Harvard Business Review article by Sterling Livingston titled Pygmalion in Management.

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