Attitude or ability, which matters most?

Recently, in a grocery store, I was confronted with a cashier who showed no emotion or, quite frankly, anything that was very human at all. It was a most disconcerting scenario. After placing items on the little belt that goes to the cashier, I went to the credit card machine and waited for her to … Continue reading Attitude or ability, which matters most?

Gratitude should be a business strategy.

Do you thank your customers? One would think the answer would be a yes from everyone but I am surprised in my own experience at how often a thank you is not forthcoming. When you consider that customers pay for everything a business does, it would seem a given that they get a thank you, … Continue reading Gratitude should be a business strategy.

How too much emphasis on profit can damage your business.

When your culture attaches too much importance to profit you wind up with team members who attach too little importance to customers. When leaders talk about their business’s sole purpose being to make a profit, customers tend to be talked about as things or objects to manipulate. They’re no longer human beings, they’re just anonymous … Continue reading How too much emphasis on profit can damage your business.

How a collaborative spirit can reinvigorate your company.

Collaboration is, by definition, working together. It is, by nature, service oriented. And when your employees aren’t competing, but rather, are combining their skills and knowledge to serve each other’s needs so that the company can better serve customers’ needs, the value of your organization increases. For generations we’ve been taught that competition is good, however, … Continue reading How a collaborative spirit can reinvigorate your company.

“I serve at the pleasure of…” Business should adopt the phrase.

“The purpose of business is to create a customer.” – Peter Drucker “Organizations are established to serve human needs. There is no other reason for their existence.” – Stephen R. Covey It would seem clear that so many organizations have things a little mixed up. When you are a customer, how much do you feel … Continue reading “I serve at the pleasure of…” Business should adopt the phrase.

In a changing world, is management keeping up?

Since the Industrial Revolution, most industries have subscribed to management theory coming out of Frederick Winslow Taylor’s “Scientific Management,” a system that was created for achieving efficient execution of known, repeatable processes at scale. Essentially, this management style came out of an environment where factories with assembly lines ruled the day. However, regardless of the … Continue reading In a changing world, is management keeping up?