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 … Read more…

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 … Read more…

The Might as Wells – Letting one thing lead to too many others.

I call it sequences, that annoying way of letting a simple task become far more complex. Even Murphy and his sagacious laws (If anything can go wrong it will, et al) has wryly observed that “You can’t do something until you do something else first.” Sometimes, it is unavoidable…and true. You really can’t do some … Read more…

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 … Read more…

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 … Read more…

Leadership is not about who you are but about where you’re going

Self-importance seems to go hand in hand with titles. Ascending to a position of power and importance can readily go to one’s head. One leader revealed that within hours of being appointed to a new job, one where he was in charge, he received two phone calls from colleagues encouraging him to show his power, … Read more…

Impediments to Progress – Monumental Inertia

As the twentieth century began, navies in only a half-dozen countries were experimenting with a new type of watercraft – the submarine. Invented in its most recent and most useable form by Irish immigrant and schoolteacher John Philip Holland, most traditional navy officers didn’t like submarines, did not understand how submarines could be deployed or … Read more…