Serving From The Right Side Of “Wow!”

It’s a tongue-in-cheek question & answer that you’ve no doubt heard before: “How do you know when you’ve created a Wow! experience?” “When your customer says “Wow!” Perfect in its simplicity, the witticism stops short of implying a more in-depth, complex perspective: Memorable moments generate from a shared emotional experience, one in which expectations have … Continue reading Serving From The Right Side Of “Wow!”

Develop Them, And They Will Stay (Or Go)

Develop your talent, and there is every reason to believe they will stay with you forever . . . or they may go. Considered by some a major crossroad we face as leaders, deciding whether to risk losing valuable talent through personal growth and development really isn’t a crossroads at all. It’s simply what we … Continue reading Develop Them, And They Will Stay (Or Go)

Surviving Shattered Expectations

It had been such a pleasant interaction up to that point. A subtle nod from the Front Desk agent indicated she was ready to receive the next guest, whom I escorted to within arm’s reach of the desk and wished a memorable stay. When the agent retreated to the back office and returned carrying a … Continue reading Surviving Shattered Expectations

The Value Of Legacy Talent

I couldn’t take another breath. As a skinny ten-year old kid, I would toss rocks into the air, launching them one-by-one into the brilliant Arizona sky using a broom handle, broken stick, or anything else that could substitute for a bat. It was a million miles from the Bronx, New York, but each swing sent … Continue reading The Value Of Legacy Talent

Measuring Growth One Breath At A Time

Her behavior was classic, but not in the good way you’d associate with rock music, the flavor of Coke, or automobiles built before most of us were walking the planet. This was classic in the sense of a downward spiral; an all too familiar pattern of being caught between learning what you’re supposed to do … Continue reading Measuring Growth One Breath At A Time

An Intentional Act Of Kindness

Just when you thought it was safe to give up on humanity. There’s no mistaking the amount of negativity present in society today. People scratching and clawing for relevance and control, consumed with promoting their version of right or wrong on a global stage in front of a bewildered audience. The shadow cast is both … Continue reading An Intentional Act Of Kindness

3 Reasons To Consider A Cultural Wellness Check

His tone reflected the atmosphere inside the conference room: hesitancy, laced with overtones of indifference, with just a touch of sarcasm. “So, you’re saying there’s something wrong with our culture?” Anticipating the sentiment and choosing to stay hard-core positive, I responded quite respectfully, “You have one of the strongest cultures I’ve ever seen.” “All of … Continue reading 3 Reasons To Consider A Cultural Wellness Check

Four Weddings And The Value Of Teamwork

Let’s see if I can throw together a thumbnail review of my circumstances: Bride #1’s voice began to crack when informed her Event Manager had changed. When she found out I was a male, she hung up the phone. Bride #2’s father was a Major League Baseball coach with whom I enjoyed engaging at the … Continue reading Four Weddings And The Value Of Teamwork

First Rule Of Surviving Change: Stay In The Moment

I knew this Monday would be like no other. After weeks of anticipation, I would be face-to-face with my chosen destiny. “Just be calm, take a deep breath,” I kept repeating to myself, “and remember to stay in the moment.” Sound advice I had grown comfortable giving to others on the cusp of great personal … Continue reading First Rule Of Surviving Change: Stay In The Moment

Casting Tradition To The Wind

Honestly, I don’t recall consciously channeling Mary Poppins as we made our way onto the shimmering white sands. But when that kite took flight on a brilliant New Year’s morning, with our hopes and dreams for the coming year scribed on its tail, I freely admit my inner child took over. Belting out the chorus … Continue reading Casting Tradition To The Wind