If It’s Lonely At The Top, You’re Doing It Wrong

When I was first promoted to the role of President and CEO, I became very familiar with the phrase “It’s lonely at the top.” Anyone who has made the move from the role of a worker on the team, to be the one in charge of the team, knows it can be a challenging transition. … Read more

Skill or Will? Either way it comes back to you, boss

Last Spring, I was leading a roundtable discussion group of managers from various industries and we were talking about how to get the best performance from your people. One manager chimed in with “Hire slow, fire fast”. Most of the group acknowledged this comment with knowing head nods and “mm hmm” approvals. That really wasn’t … Read more

Exceptional Customer Service – why your employees are your secret weapon for success

Over 30 years ago, when I started my career in retail as a sales associate at a JCPenney store, the opening screen on our CRT computers showed the company name and the tagline: “Customer Service is our #1 Priority”. I took that phrase to heart. I worked hard to learn what the company’s standards and … Read more