Too many well-intentioned consultants and business leaders conflate organizational purpose with environmental sustainability, corporate social responsibility, and other noble causes. They do the same with employees’ life purpose and their purpose at work, in hopes of aligning the two. And they often overlook the distinction between the organization’s mission, vision,
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 against them. Principles are timeless, natural laws that cannot be broken. They exist whether you choose to recognize them or not. Principles are guidelines for
Are you an includer? Do you seek input from others when decisions need to be made? Do you foster a work culture that encourages group participation and consensus? I agree that when employees feel included, it benefits the quality of their work, level of engagement, and commitment to the organization.
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I enjoy and support recognizing customers and service quality, I can’t help but question the superficiality of hanging banners, donning t-shirts and buttons, and ordering pizzas
Last Friday, Alfred Angelo bridal retail stores filed for chapter 7 bankruptcy protection and abruptly closed its retail stores leaving throngs of brides in the lurch – most of whom had either paid in full or left a deposit. While there was internal communication to its stores (to shutter), there
This is the seventh post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: A recent study by Bloomberg Businessweek showed that companies with the worst customer satisfaction had better performing stocks. How can
The Revelation Conversation is Here!
