Sun.Feb 17, 2019

Thomas Jefferson's Ten Rules to Live By

Leading Blog

Thomas Jefferson was skilled in many fields. In December 1962, John F.

Letter 340

“Looking for And” Podcast Interview on Connection Culture

Michael Lee Stallard

My wife Katie and I recently interviewed with Doug Hensch, host of the Looking for And podcast. In the interview, we seek to answer why some organizations both consistently outperform their competitors AND serve as great places to work.

Leadership Lessons in Casual Conversations

Kevin Eikenberry

Have you ever noticed that some of the best conversations happen when people are relaxed and in their element? While you might think the best leadership development lessons might come from a board room, or a classroom, sometimes they come in the casual conversations.

3 Reasons Why Leaders Should Pause and Take Notice

Leading with Trust

I have to admit, it’s easy for me not to notice. I get focused on my own goals and priorities and everything else around me seems to fade from view.

Innovation: Five Signs You Might Be Faking It

Every company wants to be a leader in innovation, but how can you tell if your company is really innovating or just going through the motions? See the 5 signs you might be faking innovation and what to do if you are.

Innovation, Goal Setting, and Market Change – Business Weaknesses

Mike Cardus

Buffalo NY CEO’s are concerned about Innovation, Goal Setting and Assessment, plus Societal and Market Change. I recently attended the Buffalo Niagara Partnerships CEO’s Speak event.

Goal 99

How To Evaluate Your Customer Service Phone Team

Eric Jacobson

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder. So, here's a checklist that is primarily from sales expert and author Paul R. Timm that you can use to evaluate your organization's customer service via the phone: 1. Was the phone answered after two rings or less?

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How To Give Constructive Feedback

Eric Jacobson

Eric Harvey and Al Lucia wrote a booklet called, 144 Ways To Walk The Talk. They provide the following great, simple and straight-forward advice about giving feedback: Make it timely -- give your feedback as soon as possible to the performance. Make it individualized -- tailor your feedback to the feedback receiver. Make it productive -- focus your feedback on the performance and not the performer. Make is specific -- pinpoint for the receiver observable actions and behaviors.

Never Say These Words To A Customer

Eric Jacobson

Author Harvey MacKay wrote the following spot-on advice years ago in a column in the Kansas City Business Journal. He wisely points out that all employees at every level should never use these four words in front of a client/customer for both obvious and perhaps not so obvious reasons: Can't -- As in, "We can't do that." "We We can't meet that deadline." Unless you honestly cannot produce and then be honest and help them find another vendor. Busy -- As in, "I'll call you when I'm not so busy." "I'm