How to End Meeting Madness and Get Better Results
Some of my clients go crazy with meetings. They schedule them back to back, invite a cast of thousands, start late and in disarray, drag on unproductively, and end late without closure. Suddenly, everyone is... Continue reading
From Urgent Care to Important Care: Design Considerations
Last Friday, I went to the new Northwell Urgent Care two blocks from my office. (I’m fine now.) It was a well-designed customer experience, and so different from the typical medical office intake, that it’s... Continue reading
Are Diversity and Inclusion Programs Failing? How to Help?
Research from McKinsey confirms that diversity leads to better financial results, competitive advantage, employee satisfaction, and other success factors. But most organizations aren’t prepared to deliver on that promise. All too often, people with differences... Continue reading
How to Get the Best from an Anxious Leader
After working for a number of months with a vice president who’s had a successful career trajectory in a well-regarded firm, I realized that every few years I meet leaders who are noticeably anxious --... Continue reading
When Being Strategic Is a Weakness
During a recent visit to a client company, I spent time with two different leaders whose initiatives weren’t progressing satisfactorily. The first leader was chatty and made sweeping motivational statements. Her team was deeply committed,... Continue reading
Look for Ways to Create These Four Conditions Required for Motivation
A successful sales manager was feeling demoralized and out of sorts. When we met for coffee, she sat knee to knee, radiating intensity. “Of course, motivating the team is one of my biggest responsibilities,” she... Continue reading
How Missed Signals Show When We Don’t Understand Each Other
One day last week after lunch, while walking back to my office, I noticed a man parking in the last of four curbside spots in front of the Post Office. He maneuvered a bit and... Continue reading
Stop Swinging the Service Pendulum
“Why can’t we keep our customers happy?!?” a CEO called out during a meeting with his department heads. “Just take care of the problems! What’s the big fuss?!?” And he meant it. But that was... Continue reading