“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 […]

How would you grow as a leader if instead of putting people in “time out” you made a choice to put “time in”? I define “time out” as the act of isolating one’s self or someone else to avoid having a conversation about behavior, the feelings involved, and what needs to change to move the […]