6 things you should NOT do when a customer complains
customer service developing capable people Effective Leadership employees problem-solving

6 things you should NOT do when a customer complains

In my last article I recounted the story of Mike (you can read the entire story here). Assuming you are the general manager of the store in which Mike’s story unfolded, we need to discuss what you would and should do. But first, let’s look at what you should NOT do. You should NOT attribute...
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The Attitudes of an Effective Delegator
customer service developing capable people Effective Leadership employees problem-solving delegation developing capable people

The Attitudes of an Effective Delegator

“He was a very hard worker but not a good delegator,” said the consultant. Sitting across the table from the president and vice-president of the company he was advising, that consultant had been hired every year for the past five years to update the business plan for the year. Under new leadership, the company was...
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5 things you should do to prepare yourself to lead a strategic planning session
customer service developing capable people Effective Leadership employees problem-solving delegation developing capable people developing capable people leader qualities leadership development strategy

5 things you should do to prepare yourself to lead a strategic planning session

Every company and organization has them…or at least they should if they want to remain relevant and viable. Some conduct strategic planning sessions quarterly, others but once a year or so. There really is no “right” number. We hold them at least once a year, and for most companies that’s probably sufficient. You will need...
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What you see is what you get – measuring your response to others
customer service developing capable people Effective Leadership employees problem-solving delegation developing capable people developing capable people leader qualities leadership development strategy associates developing capable people Effective Leadership Efficiency employees teaching

What you see is what you get – measuring your response to others

What good is it? Often the mantra of the obsessively practical or the hopelessly cynical, a “what good is it?” response typically indicates disgust, disappointment, or disdain, maybe all three. Obsessively practical leaders seem to become well, obsessed, with efficiency. Every act, every task, every intention, indeed every suggestion is qualified by its practical contribution...
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Why leadership training programs fall short
customer service developing capable people Effective Leadership employees problem-solving delegation developing capable people developing capable people leader qualities leadership development strategy associates developing capable people Effective Leadership Efficiency employees teaching developing capable people Effective Leadership Efficiency leadership development training

Why leadership training programs fall short

The American Society for Training and Development reports that U.S. businesses spend a whopping $170 billion on leadership training programs.  They largely fail or at the very least fall way short of the expectations set for them. Why? Because you do not train leaders; you develop them. Training does have its place. We can train...
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Stuck in 1st gear – is the impediment to progress you?
customer service developing capable people Effective Leadership employees problem-solving delegation developing capable people developing capable people leader qualities leadership development strategy associates developing capable people Effective Leadership Efficiency employees teaching developing capable people Effective Leadership Efficiency leadership development training associates competence control delegation developing capable people Effective Leadership emotional security leadership development

Stuck in 1st gear – is the impediment to progress you?

It happens easily enough and usually innocently enough. You start a business or organization then endure what is often a long and expensive learning curve. Along the way you learn…you learn a lot. You discover the competencies and incompetencies of those working with you. You learn how to manage cash flow challenges. You learn the...
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4 things to consider before dismissing that suggestion or idea
customer service developing capable people Effective Leadership employees problem-solving delegation developing capable people developing capable people leader qualities leadership development strategy associates developing capable people Effective Leadership Efficiency employees teaching developing capable people Effective Leadership Efficiency leadership development training associates competence control delegation developing capable people Effective Leadership emotional security leadership development adaptability authority developing capable people employees

4 things to consider before dismissing that suggestion or idea

If it didn’t work then, will it work now? Elephant syndrome is what I call it, the tendency to never forget. But I am not referring to a good memory. I am talking about a faulty forgetter. Like the elephant in the photo, we remain tied with string to obstacles we could readily overcome. That...
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The one lesson learned in 2014 and what to do about it in 2015
customer service developing capable people Effective Leadership employees problem-solving delegation developing capable people developing capable people leader qualities leadership development strategy associates developing capable people Effective Leadership Efficiency employees teaching developing capable people Effective Leadership Efficiency leadership development training associates competence control delegation developing capable people Effective Leadership emotional security leadership development adaptability authority developing capable people employees developing capable people productivity purpose

The one lesson learned in 2014 and what to do about it in 2015

In little more than a few hours we’ll turn the calendar on another year. We look back on the year past with a little sadness at its passing and a little more gladness that it’s over. As we launch into a new year, we are forced by calendars and convention to turn the page, as...
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Lessons in leadership and excellence from the managers of Parrot Key
customer service developing capable people Effective Leadership employees problem-solving delegation developing capable people developing capable people leader qualities leadership development strategy associates developing capable people Effective Leadership Efficiency employees teaching developing capable people Effective Leadership Efficiency leadership development training associates competence control delegation developing capable people Effective Leadership emotional security leadership development adaptability authority developing capable people employees developing capable people productivity purpose customer service developing capable people Effective Leadership

Lessons in leadership and excellence from the managers of Parrot Key

  Christmas in southwest Florida is the beginning of tourist season. While much of the rest of the country shovels snow, we enjoy moderate temperatures and sunny skies. On Friday evening, my wife and I decided to try out Parrot Key, an upper scale seafood eatery in a tropical Caribbean theme down at the beach.....
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Developing Capable People – Fatal Flaw #3 – Carbon Copies
customer service developing capable people Effective Leadership employees problem-solving delegation developing capable people developing capable people leader qualities leadership development strategy associates developing capable people Effective Leadership Efficiency employees teaching developing capable people Effective Leadership Efficiency leadership development training associates competence control delegation developing capable people Effective Leadership emotional security leadership development adaptability authority developing capable people employees developing capable people productivity purpose customer service developing capable people Effective Leadership delegation developing capable people Effective Leadership employees

Developing Capable People – Fatal Flaw #3 – Carbon Copies

  The line just under the title in the banner at the top of this page reads “Extend Your Reach, Multiply Your Effectiveness, Divide Your Work.” The objective of developing capable people is to expand your influence, get more done, and do less of the grunt work yourself. It would seem to logically follow that...
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