Defining Customer Service in 2022
larger corporate settings, your team’s customer may not be external at all. You may be serving an internal ‘customer.’
Beating Procrastination at Its Own Game – and Ways to Thrive
People often ask me about ways to beat procrastination. I usually say “I’ll get back to you.” Just kidding. Everyone procrastinates sometimes, but 20 percent of people chronically avoid difficult tasks and deliberately look for distractions—which, unfortunately, are increasingly available. Procrastination in large part reflects our perennial struggle with self-control as well as our inability […]
Top 10 Essential Leadership Skills
It’s all about skills in the modern world. It’s never been more challenging to be a leader than it is today. Markets and entire industries are changing rapidly. For any leader to be successful, it’s important to have the proper skills. There are thousands of books describing good leadership. You can find lists of skills […]
More Than a Sales Trick – What is WIIFM?
Many sales training programs teach a principle called WIIFM. Have you heard it? Know what it means? It stands for “what’s in it for me?” The concept says a good salesperson must be prepared to answer that question on behalf of the prospect. In other words, if I am the salesperson, it’s not about ME. […]
The Meeting Before the Meeting
There’s a subtle yet powerful way to make change happen. It involves doing your homework and some legwork before a big meeting. I call it the ‘meeting before the meeting.’ Larger businesses often rely upon leadership meetings or Board meetings to make big decisions. The person or teams bringing requests for approval have big challenges […]
Real Leaders Don’t Lose the ‘Person’ in Personality
Whether you own a business or run one for a bigger company, your role as manager/leader is in the spotlight. When people start searching for leadership development tools or management training, you often run into a large segment of the market focused on Personality. The logic says ‘if I understand my personality, and the personalities […]
Daniel Mueller on Leadership
From time to time, anyone working as a manager needs to decide whether they really are a leader. Several years ago, I began an association with a long-time executive coach, Daniel Mueller. He’s a pioneer in the field of executive coaching having served senior executives across most of the Fortune 500 companies. Daniel has graciously shared some […]
To Be a Great Leader, You Must Inspect What You Expect
Inspect what you expect. This is an old saying that I learned decades ago. What does it mean, exactly? And what does it have to do with leadership? Well… Have you been guilty of spouting a directive then letting it die a natural death? We’ve all done it at one point or another—whether accidentally or […]
Have You Turned Away from Networking Groups?
We are T-minus 2 weeks into 2021. Are you having fun yet? Have the New Year’s resolutions taken root or been abandoned? People are still trying to make sense of the new normal we call COVID. I’m no different. But today I want to drill down on a topic that has been recurring more and […]
What is Trust Anyway?
Business leaders don’t consciously go about their day specifically trying to build trust. This would be like having ‘building trust’ on your to-do list.