Leadership is more than a title. It’s a responsibility expressed through behavior, tone and presence. Leadership leaves a trail sometimes visible, sometimes subtle, but always present. Think of the leaders you’ve encountered who were irrational, dismissive or...
Every interaction a customer has with your business leaves them with one of three impressions: positive, neutral, or negative. Only positive impressions create loyalty, satisfaction and long-term success. The other two quietly erode trust, weaken your reputation and...
In a recent column, I explored the consequences of bringing personal baggage into the workplace. How even the most reliable, long-tenured performers can lose their footing when personal challenges spill into their professional lives. I described the ripple effect that...
Over the course of your career, you’ve likely worked for a wide range of business owners and managers. Some made you feel valued, supported and motivated. Others created tension, stress or even dread. Most people can recall, almost instantly, the individuals they...
For any business that hopes to be genuinely adored by its customers and remain successful long-term, one core principle must be non-negotiable: Consistently satisfy the wants and needs of the people you serve. Customers don’t walk through your doors by accident....
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