Fairly regularly, two or three times a year I get a call from managers asking me about the company dress code policy. These discussions, while starting with the dress code end up really being about leadership discretion and...
Read MoreUnilateralism means doing things alone. It means not working with the team. It means not asking for help. It means running the whole race, from start to finish, all by yourself. We hear something similar frequently from our...
Read MoreA great opportunity for success is the on-line customer service chat. But what an opportunity frequently wasted. Not only chatting on-line but also any interaction with our customers. I recently spent almost an hour of my life...
Read MoreWhat does the game of hockey and sailing tell us about leading in today's business environment? A number of years ago after evaluating a large company's compensation and performance management programs it was determined that no...
Read MoreIt's not enough to know where you want or need to take action. You also must know how to take effective action. There are times when you and others in your company will spend great effort to determine what needs to be done....
Read MoreWho Is Responsible For Talent? I read a vendor produced white paper a day or so ago. The opening premise was that the responsibility for talent belonged to the CHRO and the CEO. (Note: This proposition supported a sales pitch.)...
Read MoreI continue to give deep thought to employee engagement and am having many discussions with others about the topic. To best reach a shared understanding, I found myself using an analogy, which I will share here. On occasion, our...
Read MoreI pay a lot of attention to customer service. Perhaps my expectations are high. As a customer, I think I have the right to have high expectations. After all, I am generally giving my money to someone, to some company in return...
Read MoreHR isn't HR anymore. Abolish HR! This might sound like a controversial statement. However, I believe it is true. Many of us senior practitioners recall the shift from personnel back office to human resources. As I travel and...
Read MoreWhen we deliver excellent customer service we are doing our part in an important relationship. We also need and want our customer to do their part. What does this mean and how do we achieve this? I recently was reading a back...
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