Not My Problem

I learned a hard lesson about 20 years ago. An air conditioner in my hotel was malfunctioning and I was procrastinating the repair for a couple of reasons. First, I did not want the expense in the current quarter. I was on the bubble for profit goals and if I could just push the expense […]

I Don’t Trust You

You will agree that trust is foundational for any relationship, business or personal. Trust is rarely formed accidentally, especially in the workplace. It requires intentional actions, beginning with management. A few years back, I ran a business with an outside sales force. They were pretty good at their jobs and the Director of Sales was […]

Know Your Sweet Spot

I am writing this column from about 35,000 feet, on my way to an engagement in Kansas City; once again flying my favorite airline: Southwest. Not that they are the fanciest thing going or even the least expensive every time, but they sure are consistent and they have performance and productivity down to a art. […]


  So, we are in a totally different economy now. Just a few short years ago, unemployment was high and many businesses were struggling to keep the doors open. Consumer confidence was relatively low and people were hanging on to their cash. Things have changed. Business is booming and unemployment is at a record low. […]

Do It Now!!

  Taking action on what you know to do is clearly the primary barrier to success in your business. The gap between knowledge and action is much larger than the gap between ignorance and knowledge. Most people fail to reach their goals (whether revenue, customer service or employee retention) not because they don’t know what […]

What Great Leaders Create

PLEASE HELP ME GROW MY NEW BLOG!  Also would love your feedback. Everyone wants to be liked and appreciated for what they bring to the table. In todays environment, human capital is at a premium and good leaders have to be creative and intentional about how they create a work environment that people want to […]

Why Employees Quit Their Job

PLEASE SHARE THIS BLOG IF YOU FIND VALUE IN IT! Employee turnover is outrageously expensive. For entry level employees it can be as much as half their annual salary. For executives, it can be 3 to 4 times their annual salary.  I have done a lot of informal research over the years on why employees […]

Become a Coach

There is a sore that is beginning to fester in many businesses right now and most managers are oblivious to it. It is not causing much pain, yet, and may even be disguised as something else entirely. At the worst, it is producing a low grade fever but, make no mistake, it is getting ready […]

My Register is Not Open

A quick run to a local store really amplified the need for customer service training for their team.  As I walked up to the register, there was only one person in front of me, but is cart was filled to the max.  I had one item.  Well this has happened before and I learned long […]