I'd like to talk a minute about customer service. Ok, maybe somewhere between talk and rant if I'm being totally honest. In so doing, I invite the shedding of conventional dialog around all aspects of service - teaching it, providing it, expecting it, selling it as a tenet of the organization. This won't be a
A few months ago I was studying some material related to guiding an organization through the process of defining their identity. As I was digging through my research, it dawned on me that while I am clear on what and why I do the work that I do, I had never stepped back and formally
What is leadership? I mean, really, what does it mean to you? I was recently speaking with an executive at a creative agency who was frustrated with his team. No one was bringing any ideas to the table, at least none that he felt were worth seriously entertaining, no matter how many times he invited,
Culture, culture, culture. It's everywhere, and it's all everyone wants to talk about. But what is it, and why is it so important? Once upon a time, management theory was all about one-way communication and that was that. Leaders would "insert their meaning into words," pass those words along, and the recipients would simply extract
The problem with problems is that we often don't start working on them until it's too late. This is especially true of organizational culture. By the time an issue becomes big enough to demand attention and real effort, the symptoms have usually been coursing unchecked through the system and wreaking havoc for quite a while.
