Unsupervised Blog Posts

How to Get Your Team Thinking Out of the Box

coffer-281247_1280It's my pleasure to host my friend, Mary Lippitt, this week with a guest post. Mary is an award-winning author and founder of Enterprise Management Ltd. Enjoy! In today’s world with change the only constant, we need to consistently strategize in order to increase effectiveness and position ourselves for the future. But how can leaders coach their staff to regular ....read more

The Rules of Combat and Open-Door Leadership

leaders open doorsHugh L. McColl, Jr. is the retired chairman and CEO of Bank of America. An ex-marine officer in the late fifties, his business leadership style was swashbuckling, colorful and focused. Wall Street analysts characterized him as a no-holds barred tactical genius who lead the bank as its thirty-nine year old president with 172 offices and 28,000 employees (called NCNB) to one called Bank of America with over 5,000 offices and a ....read more

Thanking Those Who Quietly Serve

match to candleIt happened in the Atlanta airport—one of the busiest on the planet.  I was sitting in the Delta gate area waiting to board my flight.  A slightly stooped Asian woman with a droid-like expression and robotic movement was making her way through the waiting areas cleaning up trash left by passengers.  She would have been one of those invisible and taken-for-granted maintenance people who serve in airports, hospitals, and office buildings except for an unexpected occur ....read more

Jim Blasingame: The King of Diamonds

AgeOfTheCustomer_5b-300x300“Great things come in small packages” is a line often used as a caveat for speaking of diamonds—typically an engagement ring. But, I think it also applies to businesses. The heart, soul and diamond of the U.S. economy come in a small package—the small business. The manner in which 23 million small businesses engage in commerce is the very foundation of our economic vitality. And, the king of diamonds is Jim Blasingame.

The news every ....read more

Getting Great Customer Service During the Holidays

It is the winter holidays!!  You get constant reminders of the number of shopping days left and the really big deal bargains you are missing at Acme.  Holiday store decorations seem to come out earlier every year.  All this pressure can turn generosity into greed and a casual shopper into a lean, mean buying machine.  It’s enough to give Black Friday a dark label! But, despite the elbows, line jumpers and parking spot stealers, some people seem to get great customer service.  Great customer service, even during hectic holidays, is not just an accident.  Those who are well served follow a deliberate recipe that turns even a cold initial e ....read more

Service Decoration: Why my website is purple

fighter jetMy love affair with service aesthetics started when working with a large aerospace company trying to win a humongous government contract to build a new fighter plane for the armed services. The company had done lots of customer intelligence gathering about the expectations of generals and admirals. They had learned a lot from the appropriations people on Capitol Hill. But, they had spent little time learning from the fighter flyer who would actually be piloting the new fighter ....read more

What the Rules of Combat Teach Us About Open-Door Leadership

Hugh_McCollHugh L. McColl, Jr. is the retired chairman and CEO of Bank of America. An ex-marine officer in the late fifties, his business leadership style was swashbuckling, colorful and focused. Wall Street analysts characterized him as a no-holds barred tactical genius who led the bank as its thirty-nine year old president with 172 offices and 28,000 employees (called NCNB) to one called Bank of ....read more

The Perils of Corporate Lying

carol kinsey goman book coverIt was not Pinocchio who was my childhood lesson on lying; it was Aesop’s fable about the little boy who cried “wolf.” My grandfather was a master storyteller, always jazzing up stories. His version went more like this: Long time ago in a sheep village on the other side of Lumber City lived a little shepherd boy named Tom. Tom’s village w ....read more