You probably have that person at work, on your chamber board, or in your membership who you feel is toxic. You feel they repeatedly suck the life force out of you and you would rather walk on hot coals than have a conversation with them. It can be challenging to communicate effectively with these individuals, […]

“There are few things in the world as dangerous as sleepwalkers.” – Ralph Ellison I define a sleepwalker as someone whose actions do not align to how they say they want to be perceived by others. Easily stated, they lack self-awareness! These individuals view themselves one way but everyone else in the organization has a […]

What do the best businesses in the world, who deliver exceptional customer service, do differently than others? They have empowering leaders at all levels of the organization who ensure the guest experience is accurate, easy, and personalized. I recently read The Zappos Experience: 5 Principles to Inspire, Engage, and Wow by Joseph A. Michelli. He […]