Great Leaders Break The Status Quo
Five Crippling Habits
That Inhibit Change and Agility
We all have excuses for not changing, and you’d better believe that companies are full of excuses. The following phrases may sound familiar to you: “We’ve tried that before and it didn’t work.” “I didn’t make my numbers because . . .” “Here are […]

When I train folks I frequently am asked about poor performance issues or handling performance-based challenges. Leaders capable of changing the focus from excuses and rationalization to removing the roadblocks that inhibit great performance should be held out as role models.
Here are some questions you can ask when you hear someone rationalizing inferior performance:
1. Instead […]

This whole week was customer service service week and I just wanted to give some tips to keep in mind when it comes to customers and keeping them loyal.
Here are some key questions you want to ask:
1. What can we do to better serve you?
2. What do you want more of?
3. What do we need […]

Here are nine statements I use in training with leaders and managers to evaluate the effectiveness of the leadership team. All of these should be in place at your company as well and you as a leader should be able to answer a resounding YES to these.
1. The top objectives of my company have been […]

Here’s an interview I did recently with Peter Clayton of TotalPicture.com . I’d love to hear your feedback on it, and please post a vote at the site too.
Peter does an amazing job with interviewing!

In light of all the recent news around companies not serving their customers in terms of providing the support and service customers should expect, I thought I’d post seven key questions you can use to measure how your customer service is on track.
Do we:
1. Consistently underpromise and overdeliver?
2. Resolve customer problems quickly?
3. Take all customer […]

Hi Folks,
We’re back from Book Expo and are happy to report a Book of the Year award from Foreword Magazine and a Silver IPPY from the Independent Publisher’s Association. Book Expo was fantastic and there was wonderful response to the book and our message.
We also did a short podcast interview at the event with many […]

Hi Folks,
I’m in New York at Book Expo and Foreword Magazine just announced their Book awards! I’m proud to say “Kiss Theory Good Bye” won the Silver Award for Business/Economic category. We are thrilled!!!!
This is just a fantastic event in New York and I’ve met so many amazing business leaders, authors and wonderful folks.
We’re excited […]

You would be surprised how many CEOs and leaders don’t feel it’s important to efffectively track and learn from complaints during the good times as well as the downtimes. My take is that every complaint you listen to and learn from is one complaint or problem less that you’ll have to deal with further down […]

I believe that profitability in and of itself is not the ultimate objective. It’s only the enabler. The real goal is to have choices and profitability enables organizations to have the freedom of choice.
Choices ensure in our lives, that we’re all doing what we really want to do. One of my favorite professors during grad […]