Please Stop Sending Me Annoying Emails Like These!
I’m used to receiving prospecting emails from companies that claim they’ll lift response rates, help me be more productive, and provide other kinds of help to a small business like mine. But sometimes I so... Continue reading
Accountability: Be Careful What You Wish For
“Why is no one ever held accountable here?” A vice president was fuming at me, and not for the first time. “Why do we always act like everything’s fine instead of holding people accountable?” I’ve... Continue reading
Want More Engaged Employees? Help Your Leaders Improve
Do an online search for “employee engagement” and you’ll get 10.6 million hits. Search for “employee attrition” and you’ll come up with 1.38 million hits. The old line is that employees don’t leave companies, they... Continue reading
A Surprising Example of Disruptive Skill
One morning, several months ago, on the train heading into New York City, I watched a woman put on her makeup. She had the process down to an art: reaching into the cosmetic bag on... Continue reading
Caution! Why You Need to Cut Down on the Risks of Precipitous Action
Years ago, I had a client who actually used to say, “Fire! Aim! Ready!” when he was issuing some decree or other. This business owner acknowledged he was shooting from the hip, reacting suddenly and... Continue reading
4 Powerful Steps on the Way to Cross-Functional Agreement
I had a call with an up-and-coming middle manager who presented a complex situation and then asked a sincere question. A small cross-functional working group was trying to resolve some interdepartmental workflow and boundary issues.... Continue reading
How to Make Exceptions When Real Life and Policy Collide
My friend recently shared a story about a striking customer experience after she accidentally left her wallet at a meeting. When I showed up to claim it, the receptionist asked: “Do you have photo ID?”... Continue reading
Stay Out of the Trap of One-Off Leadership
Many business owners prefer to make all their decisions on a case-by-case basis, as determined by their deep understanding of individual circumstances and well-developed gut instinct. They resist creating formal policy, believing that each situation... Continue reading