Questions you should never stop asking!
Yeah, I know, just what we need ... another checklist of the 10 Stupid Things I can't stop doing ..or the Top 5 things I need to do before I…
Remember the song, Mr. In-Between?
Usually, when we remember this song, we think of someone “straddling the fence”, trying to be all things to all people, teetering on the edge of indecision and inaction … or someone who always takes the “middle of the road” and commits to nothing.
Are you Mr. Inside or Mr. Outside?
Gill Corkendale writes in the HBR blog that leaders tend to be either Mr. Inside or Mr. Outside when they really need to focus on being Mr. In-Between, creating an essential “balance” among their varied responsibilities.
It’s true that we all drift toward our comfort zone, doing what we enjoy and are good at, often ignoring the more tedious, even painful tasks that remain critical to our success.
This Checklist will help you Assess Your Role
She offers a simple checklist to help you evaluate where you are on this continuum. (more…)
Leading by Listening? What a concept!
... and, of course, who better to embody this powerful attribute than an orchestra conductor?Imagine listening like a conductor, appreciating every note and intonation ... recognizing that the bass section…
Give your employees $2,000 to spend!
What would happen if we gave each of our employees up to $2,000 to invest in a customer’s experience on any particular occasion … not an annual stipend … but for any given situation?
Most of us are aware of the extraordinary attention to service that is the hallmark of luxury hotels … but few of us probably understand the extraordinary cultural commitment to training and service that is the bedrock of the incomparable Ritz Carlton chain.
In an insightful interview with the Ritz Carlton CEO, Simon Cooper, many of these powerful programs are discussed.
The Ritz Carlton grants every staff member a stipend of up to $2,000 to satisfy any single guest … not per year but per occasion … without any approval or conditions. Imagine empowering our employees in that manner … and showing them our immense trust in their ability to make sound decisions while validating our unwavering commitment to our customers?
BTW, in the Ritz Carlton arrangement, there is no implication that there is a problem … just a desire to create an overwhelming customer experience. Another tactic that the Ritz Carlton uses may seem familiar to many as the “daily huddle”, (more…)
Alignment is the essence of management
... or so says Fred Smith, Chairman and Founder of Federal Express. By any other name, there is no substitute for making sure that everyone on your team is "aligned"…