Workplace Wisdom Blog

Self Awareness Can Be Protective

I left the optician with several new cleaning cloths in hand, remembering the pleasure I felt as a child whenever I got a new pair of glasses (yes, I was an early four-eyes, from second... Continue reading

What Happens When Management Won’t Change?

It was almost like watching a train wreck of two separate cultures, or two sets of generational expectations. One was eager and striving, the other, dictatorial and autocratic, although cloaked in a sort of benevolent... Continue reading

Car Talk: Lessons in Performance Feedback

I love it when my car praises me! The message is concrete, consistent, and congruent with my expectations. Why doesn’t most performance feedback work so well? I make a lot of short trips (my home... 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

Leading with Laughter

I was on an early morning flight from JFK to LAX, trying to catch up on my reading, while most passengers snoozed. Suddenly there was a burst of laughter coming from the window seat one... Continue reading

Short Term Management vs. Long Term Leadership

I watched a woman wrestle with a printer the other day. Unfortunately, the printer was winning. No surprise. The toothpick she had been using as a shim to hold the printer cover in place would... Continue reading

Opening the Sales and Service Rulebook

When I gave a webinar on “Increasing Average Order Value”, I referred to one of my “rules” for sales and service. Herewith Rule #3: The more you ask from your customers, the greater your obligation... Continue reading

Self Preservation at Starbucks

My ears perked up. Michael, the clever barista (with a twinkle in his eye and a knowing smile) in conversation with the customer ahead of me, said, “Magnanimous? Is that a dinosaur?” When I got... Continue reading

What’s Your Catchphrase?

I was working with the president of a financial services company the other day. Our conversation moved quickly and easily over multiple, diverse topics, including a couple of new ways to motivate his sales force,... Continue reading

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