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 […]
Leading with a “Time In” vs “Time Out” Mindset
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 […]
Don’t Let Your Intensity Hold You Back
I recently had the opportunity to sit down and talk with Melissa Lora, Taco Bell’s President of International business, and ask her: “What is one of the biggest factors that hold leaders back?” Her perspective was insightful and it will empower all of us to do better in how we lead and communicate. Below is […]