The longer I live, the more ironic life seems to become. In my role as a consultant, speaker, and seminar facilitator, I travel all over North America expounding the virtues of good customer service. It’s one of dozens of programs we’ve provided for our clients for decades. Over those years, we’ve witnessed true customer service…
Now that we can speed through commercials on our DVRs, many advertisers are frustrated in their battle for our attention. They may have found an answer to that dilemma. If you’re a frequent flyer, as I am, you are about to become a member of a large “captive audience” that will soon be exposed to…
As I continue my travels from coast to coast, I’m finding more and more organizations, across industries, placing more focus on developing their Future Leaders. As odd as it may seem to be concerned about jobs going unfilled at a time when unemployment is nearly 10%, experts suggest that in some industries, employees may soon…
I just returned from another road trip filled with the mixed emotions that always accompany me on my adventures. While I’m always somewhat exhausted, the positive aspects of every journey far outweigh the well-earned fatigue. There are many facets of my travels which I find very interesting and rewarding … the locations I visit, the…
In my role as a speaker/consultant, I have the opportunity to work with a wide variety of organizations across a large number of industries. I’m exposed to many leadership styles and results and have interacted with some tremendous teams. In doing so, I’ve identified a common thread among today’s workforce … more and more leaders…
During the very short week between Christmas and New Years, I traveled to the Philadelphia area to spend the day with the entire headquarters staff of a valuable client. It was a nice break during a very hectic schedule. It also gave me the opportunity to ponder the coming year in light of the many…
Take a quick glance at the organizations listed below. What do they have in common? You might struggle to arrive at an answer to that question as it’s obviously not a product, service, or even an industry they share. However, each is very successful in what they do. Zappos.com Google Nordstrom Dreamworks Animation Southwest Airlines…
As a keynote speaker and seminar facilitator, I have to accept the harsh reality that my every attempt to reach every participant in every audience is a lost cause. In fact, I learned that very early in my career. As a result, I now focus on clarifying my message in the hope that those who…
As a young soldier early in my military career, I was accepted into the U.S. Army Signal School Photo Lab Course conducted at Fort Monmouth, New Jersey. I was enthralled with this particular post as we shared quarters and classrooms with members of the Army, Navy, Air Force, Marines, Coast Guard, foreign services and the…