“The problem you see is often three steps away from the real problem.” Some of the most important leadership lessons happen on the front line. As a leader, I found…
Month: July 2026
Use Customer Service Standards
“If you want great customer service, you need to start by defining what great looks like.” One of the biggest mistakes leaders make is assuming people know what great customer…
The Real Cost of Turnover and Retention
“Don’t hire someone just to fill a position. Hire the right person for the long haul.” Turnover is one of those metrics that can easily be misunderstood. Many organizations celebrate…
How to Stay Curious in a World of AI
“Curiosity grows when you expose yourself to new experiences.” Artificial intelligence is changing the way we learn. Answers are available almost instantly and information has never been easier to access.…