Prior to 2011 when I sold my business to a publicly-traded company, I was doing meaningful work. I, along with our leadership team, worked hard, and in some cases, long hours, but we had lots of fun in the process. (Continue)
Workplace Culture
Quality is Contagious – a Summary
As we wrap up this topic about our company-wide quality improvement efforts, it is important to give credit where credit is due! Our first Operation QIC® company-wide workshop was quite a success. It proved to be the catalyst for the significant results that occurred afterwards. But, I want to be the first to say that it was team effort and NOT all about Bobby Albert. (Continue)
Empowered Teams Follow Through
I recently reviewed the results that followed our first Operation QIC® workshop, and the numbers are astounding! Would you like to experience significant financial success in your business? Read on to learn what happened in my business, and how you can use the same principles to grow your business. (Continue)
An Overview of the Nside/Outside Principle that Will Motivate and Unite Your Team
As a leader I often become frustrated with wanting to lead a high-performing team that really makes a difference in the lives of our external customers. But sometimes, I don’t know how to unite and motivate our people. Maybe you have this dilemma, too? The Nside/Outside™ principle is one way that I’ve found to move the needle with my team. And it can help you too! (Continue)
2 Mind-Bending Approaches to Improving Customer Service
Making a profound distinction between a contractual relationship and a covenantal marriage, the pastor at my nephew’s wedding ceremony described the differences: (Continue)
3 Secrets of My Success
Some days are etched in your mind forever. For me, one of these days occurred after returning from a particularly arduous business trip. I entered our offices, exhausted, and needing to refocus my attention when my assistant pulled me aside to say that a couple of people from the Chamber of Commerce were waiting to see me. (Continue)
The Upside of Inside-Out (& The Key to Service Excellence)
After a bicycle ride, I turn my jersey inside-out to launder it – in order to minimize wear on the fabric. I have ridden my bicycle about 3,000 miles a year over the last few decades, so you can imagine how many cycles (on the road and in the laundry) it's had to endure! I have found that, in the case with running an organization as well as with washing my cycling clothes, (Continue)
Magically* Transform Your Customer Service
3 Questions Great Leaders Ask to Prevent Dysfunction
Recently my wife and I went to watch our four- and six- year-old grandsons play indoor soccer. (Continue)
Who is Your Internal Customer – and Why You Should Care
About 20 years ago, I experienced the largest failure that I have ever encountered. I had invested about 4 million dollars to develop a new service – and I eventually had to shutter the whole operation. – Ouch! (Continue)
