It's a pretty common assumption in organizational life that employees are motivated by money. It's the principle of the carrot and the stick. That's why quarterly and year-end bonuses are common practice. Maybe you've received a bonus, or maybe you're the boss handing...
We live in a culture where patience is almost non-existent. One place it shows up the most is in stop and go traffic--especially during rush-hour. When our patience wears thin because we're cut-off in traffic, stuck behind granny while she takes a leisurely "Sunday...
Values are a really big deal in life, leadership, organizations, and churches. Sometimes you'll see a set of values hanging on an office wall or posted on a church or organization's website. But the truth of the matter is, I don't have to "see" your values printed or...
If you've led for any length of time, you know how rocky things can get when you start making changes. That unsettled, even chaotic, process drives many leaders to take the slow, methodical, baby-step road. They argue, "If you change too fast, you just might...
Check out this powerful TED talk from Simon Sinek on the importance of starting with "WHY." This talk is loaded with fantastic insight. It would make a great discussion with your team and help you think way beyond "what" you do and "how" you do it....
In a previous post, I shared my family's unbelievable experience with Disney Customer Service. You can read about our experience right here. So how does Disney create stellar service? I recently read Be Our Guest: Perfecting the Art of Customer Service by the Disney...
Check out North Point's trailer, "Sunday's Coming." Hilarious. Thought-provoking. Challenging.
What's the best customer service you've ever experienced? Maybe it was with an online retailer, in your favorite technology store, or at a high-end department store. Maybe it was at a local steakhouse or at a top-notch hotel. Maybe it was even on an airline (just...
Sometimes churches and organizations have a bad case of nearsightedness. They get so focused on the hear and now that they don't see their greatest opportunities on the horizon. I recently heard Gary Hamel describe it like this: "Organizations miss the future because...