Read more about the article Give your employees $2,000 to spend!

Give your employees $2,000 to spend!

leadership-pinnacle 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…)

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CEOs: Be a General … and a Scout

conference-tableI have mentioned on many occasions the Corner Office series in the Sunday NY Times which features an interview by Adam Bryant with a prominent CEO. The questions are consistent but invariably reveal an important reminder of  key elements of leadership.

In a recent interview with Jim Rogers, CEO of Duke Energy, Rogers explained how important it is to be on the front lines, to employ the MBWA concept that keeps you in touch with what’s REALLY going on. He also emphasizes a point made repeatedly in Sword Tips … that a strong leadership team is an invaluable cornerstone of successful leadership. In an unusual reference, Rogers mentions it in the context of time management … that he can’t get done what’s on his plate unless he has built a trusted team, clearly shared the company strategy with them and demonstrates his trust in their ability to succeed.

A final reminder is a bugaboo for most business leaders … (more…)

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I don’t buy a dog and bark for it

Pen and Glasses and Business File on TableThe NY Times runs a weekly column entitled the Corner Office, that discusses leadership lessons from CEO’s across a broad spectrum of companies. These interviews usually recall important tenets of successful leadership and serve as a valuable reminder about important lessons and how they should be applied.

This week, Adam Bryant interviewed Susan Lyne, CEO of Gilt Groupe. Lyne reports that she has learned the importance of being committed to “stepping back to think about the big picture,” a major challenge for most business leaders. A great way to do that is to grab a blank sheet of paper to begin.

I also like her suggestion about “office hours”, an idea she picked up from a colleague who was a former college professor. (more…)

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Read more about the article There’s a lot of power in a blank sheet of paper

There’s a lot of power in a blank sheet of paper

Brain Most of the time when we sit down to work, even in our favorite chair, we have a stack of papers or files, maybe a list of some kind, and proceed to “work” as we’ve always defined it … plow through the stack and “get ‘er done”.

But if you try it with a blank sheet of paper, as I did again this morning, and just sit back and noodle on the issues that are clogging your brain waves and keeping you up at night. … with no preconceived notions about them because your paper is blank so far … you’ll be amazed at how your mind starts to do it’s favorite thing … add some intellectual firepower to solving problems.

Give your brain some space to work

Our brain is not really that good at filing, sorting, recording and remembering what we need at the precise moment we need it. (more…)

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