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Workplace Wisdom Blog

Kindness is a Competitive Advantage

Here’s the scenario: quiet house, dark bedroom, the beginning of another jam-packed hectic day. “Sweetie Pie,” you say, “it’s time.” And for one reason or another, whether this is the typical morning routine or something... Continue reading

Fighting Fear with Chicken Soup

On Wednesday evening my family will celebrate Rosh Hashanah, the Jewish New Year. More specifically, nineteen people will sit down at our table about 45 hours from the time I started drafting this post, and... Continue reading

When Service Gets Stale

Went to dinner with a client pal in one of those upscale, plush steakhouse chains where the wait staff wears little butchershop aprons. The tables were far enough apart for a sense of privacy and... Continue reading

Promising Change

En route to a client for a couple of days of leadership and team development, the weather was simultaneously fierce and changeable as forecast. Amid dark thunderclouds and pelting rain were startling outbreaks of sun... Continue reading

How Do You Lead?

After the Yankees’ George Steinbrenner died, a piece ran in the New York Times with the subtitle: “His employees may not have liked it but George Steinbrenner had a point. Brashness and entitlement are essential... Continue reading

Three Faces Of Customer Service

What is the face that your customer service staff shows the public? Do you know? Service Taking Flight On a crowded morning flight from Long Beach airport back to JFK, two flight attendants, Shelly and... Continue reading