Category: Leadership Development

Little Roy and Big Fred – Customer Service on Steroids

While recently visiting my parents, I had the opportunity to witness the utmost of customer service in action. What frightened me is how surprised I was – when did expecting stellar service go by the wayside?

The simplest of exchanges resulted in a raving fan and delighted customer. It is amazing what happens when an individual LOVES what he/she does and is committed to being the BEST in the service he/she provides. What so many of us could learn from this example! If this is the standard approach of a Sears delivery team, this could perhaps be a turnaround in the making.

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Basic Business for Our Country – Really?

The crisis of the U.S. debt ceiling has taken over all our media channels. It is an issue which cannot be avoided or ignored. The inability of our country’s leaders to come to an agreement on how to move forward threatens the stability of our economy, our security, our credit rating, and potentially even the strategic financial future of the world.

As a business person, I can’t help but wonder why basic business principles can’t be applied to this situation. Those of us in business (and those managing our own households) must embrace reality regularly. We have to make brutally tough decisions every day. Funds are not unlimited; trade-offs must be made and faced. There is no magic button to push…no giant bank in the sky from which to borrow.

A few basic business thoughts for our government leaders to consider:

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Facing Reality

Our world is facing indisputable and daunting challenges. When we bring these issues home – to our own organizations, teams, and personal scenarios – they become even more real. Our security, on every level – our freedoms, our financial well being, the future for our children, and our own professional directions – stands at risk. Today I talk about how passionate curiosity, battling hardened confidence, team smarts, a simple mindset, and fearlessness play a role in leading change and achieving success.

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Change is Up to Us

Many of us may be facing hard, relatively large, and potentially life-changing career decisions. Will we decide to stay in our current position or company even though we are not totally happy or fulfilled? Will we take that promotion which may bring greater span of control, power, and money though it may not be what we really want to do? Given the condition of the job market, will we decide to stay put despite being somewhat disenchanted?

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The Motivation to Act

This past week I had the incredible opportunity to see and hear His Holiness, the 14th Dalai Lama, along with Sister Helen Prejean, of Dead Man Walking fame, and Vincent Harding, a long-time civil rights activist who worked tirelessly with Martin Luther King. The energy in the room was palpable. Whether you agree with their passionate positions on non-violence or not, their solidarity around tolerance, compassion and love is undeniable; and many of their messages are universal truths.

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From Actor to CEO?

I found this past week’s “Corner Office” in The New York Times particularly provocative. Adam Bryant interviewed Caryl M. Stern, president and chief executive of the U.S. Fund for Unicef. Her background is diverse and interesting. She graduated from Westchester Community College where she was involved in theatre. Mr. Bryant acknowledged she was one of several CEO’s he has interviewed who also studied theatre. What was the lesson? This was her answer:

“You need to be able to get up and deliver the good news and the bad news. It’s just that same feeling before you go on stage, and you take that deep breath. In my organization now, with several hundred people working for me, I have to be that policeman and that show leader at the same time. So what better training is there?”

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