Empathy: Seeing through the Lens of Others
Serving the customer is the sole reason a business exists. The success equation is pretty simple: No customers, no business. On the other hand, when organizations meet or exceed customer expectations, the business grows. Empathy, understanding the views and needs of...
12 Rules for Self-Management
Live by your values, whatever they are. You confuse people when you don’t, because they can’t predict how you’ll behave. Speak up! No one can “hear” what you’re thinking without you be willing to stand up for it. Mind-reading is something most people can’t do. Honor...
The True Power of Forgiveness
Forgiving to Free Your Soul At the age of 20, Mason Wells had survived not only one but two notorious bombings: narrowly escaping injury at the Boston Marathon and suffering burns, shrapnel and blast wounds during the Brussels airport attack. After a long...
Engaging Creativity to Turn Problems into Solutions
As a “global design company committed to creating positive impact,” IDEO is the name associated most closely with the concept of “design thinking.” Among the company’s many notable accomplishments, they’re the minds behind the first manufacturable mouse for Apple...
The Gold Standard is Your Competitive Advantage
Who is the Gold Standard We know how good customer service is done—it’s what we experience with luxury brands like Nordstrom, Zappos, and Ritz-Carlton. They go out of their way, anticipate needs, spend extra on their customers. Why? They know it pays off: Businesses...
Integrity & Tough Decisions: Who Prospers?
In the wake of recent integrity disasters making headlines, we’re forced to take a hard look at honesty, character and values. Theranos Creates a Poor Reputation & Impacts Many Lives Take the story of Elizabeth Holmes and her launch of Theranos, a manufacturer of...
Change Is the Only Constant, Flexibility is the Best Option
Change. The word alone scares many people. It excites others. But no matter how you feel, it’s essential for moving forward, staying in business, reaching your goals. Think of scenarios like newspapers moving online or super stores competing with Amazon. While we saw...
Self-Management: The 5 Ways to Lead by Example
Despite unfavorable media coverage and a six-figure settlement, Meg Whitman, former CEO of eBay got to keep her job after allegedly yelling at and shoving an employee. Others in similar situations may not be so fortunate to only get away with a scandal. We hear...
Compassion: Having a Heart in the Workplace
Leaders are people who get things done. They have a vision and press on until they attain it. But the greatest leaders have another trait that we cannot overlook—we know they care about us. We want our leaders to drive the team and accomplish goals, but we also want...
The Rewards of Coaching—and the Keys to Doing It Effectively
Effective coaching is actually about future performance. Often confused for mentoring, coaching is fundamentally different. To give some context, a mentor sits in the seat as an expert, sharing their knowledge and teaching an individual to become proficient in a...