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,
Look, it's not rocket science. If you need me to convince you that having clearly defined values is an important part of being a successful business then we're already off to a rough start. The debate isn't about whether values matter, or whether you need a culture to survive. Sure, you could likely get by
I am not a perfect motorcyclist. I got a late start compared to many, first swinging my leg over a bike at the ripe old age of 31. Growing up, motorcycling was always something that other people did. It seemed cool but I had never been exposed to it or had an opportunity to learn, and it wasn't
I was having lunch with a good friend the other day and he was telling me about a trip he recently took. We hadn't seen each other in a couple of months, so we were enjoying the opportunity to catch up and soon slipped into the familiar rhythm of well-acquainted banter. During the majority of the
