May 13, 2019

The First Core Essential of Leadership: Know Yourself

                                                                                                                                                                                  Photo courtesy of

July 10, 2016

“Positive expectations are the mark of the superior personality.”
- Brian Tracy

The other day my family and I arrived home from a road-trip. In lieu of cooking dinner, we decided to pick it up at a local fast-food restaurant. I’d been seeing a commercial all week about a steak flatbread this restaurant was offering, so I asked my wife to get two...

July 4, 2016

“It's the little details that are vital. Little things make big things happen.”
- John Wooden

Whether we’re willing to admit it or not, we all screw up from time to time when dealing with our customers. When it happens, we have a choice to make; admit the error and make it right, or refuse to accept responsibility and create a poor customer exper...

June 20, 2016

“The battle you are going through is not fueled by the words or actions of others; it is fueled by the mind that gives it importance.”  - Shannon L. Alder

Like it or not, we are subject to comparison by our customers on any given day. Everything about our business, good or bad, goes into our customer’s “memory bank” and contributes to their overa...

May 31, 2016

Customer Service is truly what makes or breaks businesses today. In a world that has so many different options available, people are still people, and they are looking for great customer service. When your customers/clients have a great experience at your business, they are likely to return again and again. At the forefront of your customer’s gr...

May 22, 2016

Have you ever been on vacation and yet still at work (in your mind)? Or have you been on vacation and had somebody from work call you to ask you questions? Or how about your people… have you ever had to call your people when they are on vacation to ask them work-related questions?

Well, I just returned from a family vacation and I totally unplugg...

May 8, 2016

A Sporting Goods Industry Leader recently told me that one of his biggest challenges was getting part-time employees to give more effort. He explained that his part-timers were just not engaged in their work and didn’t give nearly the effort as his full-time employees. The worst part was their lack of engagement was having a negative effect on o...

May 2, 2016

Failure is something many leaders try to avoid, but it can be a great opportunity to learn valuable lessons. What if we could avoid our own personal failure by learning from other people’s failures? Is that even possible? If we study other people’s failure and apply what they learned to our personal situations, we could save ourselves lots of ti...

April 25, 2016

A few weeks ago while getting my car serviced, I learned 6 valuable lessons about how to make your customers (or clients) happy, even when things go terribly wrong. I’ll save you all the details of the situation, but a job that was supposed to take 30 minutes ended up taking 7 hours. Through the 7-hour long process I dealt with two managers; the...

April 18, 2016

From the various leadership positions I held in my 26-year Air Force career, one thing that consistently rang true was the more I genuinely cared about my people, the more commitment they seemed to show. I also have noticed that I’m more prone to do business with people who show genuine concern about what my needs are. The old saying people don’...

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