“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…
Author: Lee Cockerell
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.…
You Know What To Do, Now What
“Everything is hard until it becomes a habit.” Knowledge has never been easier to find. We can read books, attend workshops, listen to podcasts, and watch experts share their best…
Service Recovery Leads to Loyal Customers
“The goal is not to win the argument. The goal is to keep the customer.” When leaders think about customer loyalty, they often focus on delivering a flawless experience. While…
Encourage Your Team to Take Ownership of Problems
“When people know their ideas matter, they want to do a better job.” Many leaders believe that the only way to get employees to take true ownership of an operation…
Talk About Service Recovery With Your Team
“A lot of customers will point out things we don’t even know we’re doing wrong.” When most people think about customer service, they focus on getting things right the first…