Maintaining Your Identity Tops Leader’s To-Do List

The sign read “Parking Reserved for Commanding Officers Only.” So, we parked our truck there. I could sense hesitancy among the crew that had accompanied me to the Naval Base that morning. We were all fully aware of the sentiment expressed within the designation of reserved parking. Carlos was the first to verbalize a collective … Continue reading Maintaining Your Identity Tops Leader’s To-Do List

Achieving Excellence Through Culture

The tension was almost palpable. My transition into the role of Human Resources Manager featured a learning curve that made Kilimanjaro look like the Bunny Slope at a local ski resort. That morning, I sat before my team, rowing against a tide of complacency and routine. They sat there, arms and legs crossed in an … Continue reading Achieving Excellence Through Culture

Everything You Need, You Are Today

It’s amazing how much time we spend on the outside looking in. What if we flipped the lens? Think about it . . . even the most well-intentioned personal development efforts measure where you’ll be against where you’ve been, aligning strategic actions to promote smooth and uninterrupted progress along a predetermined path. External controls internal, … Continue reading Everything You Need, You Are Today

Service Secret #9: Nobody Told You? (There’d Be Days Like These)

I’m here to tell you, there’s gonna be days like these . . . strange days indeed . . . most peculiar. As a leader, human resource professional, and Director of Learning & Development, I cannot begin to recount the number of times I have heard the phrase, “Nobody told me?!” It’s either accompanied by … Continue reading Service Secret #9: Nobody Told You? (There’d Be Days Like These)

Four Keys To Preserving Hope

My fondest memories of professional kitchens, both as a restaurant owner and Pastry Chef, were the times spent in them while they were closed. I loved walking into a kitchen at rest, humbled by remnants of a passionate lucidity, whispered expectations and desires illuminated by the warm, flickering glow of pilot lights on the stove. … Continue reading Four Keys To Preserving Hope

Gratitude Separates Good Leaders From Great

Let the record show that we have cheered for the Tampa Bay Buccaneers, a professional American football team, since our arrival in Florida more than two decades ago. So, to say I was as shocked and amazed as anyone when the team signed superstar Quarterback Tom Brady last year would be an understatement of epic … Continue reading Gratitude Separates Good Leaders From Great

Cultural Competence Breeds Brand Confidence

Occasionally, a product or service comes along that creates a magical new space, revolutionizing a market or industry and leaving a permanent thumbprint on the world. Like urban sprawl, it doesn’t take long for others to identify a new opportunity, shifting pursuit of their dreams to this developing landscape, pinning hopes on the promise of … Continue reading Cultural Competence Breeds Brand Confidence

4 Tips To Elevate The Impact Of Your Day One Experience

Last week a familiar cadence returned to the 3rd Avenue Loop. Beginning before dawn and extending past mid-afternoon, the roar of big yellow buses could be heard initially gathering, then returning children from their first day of school. Remember those days? An endless summer seemed to vanish in a flash as excitement fueled anticipation for … Continue reading 4 Tips To Elevate The Impact Of Your Day One Experience

Why Every Leader Should Begin With “At Your Service”

Google “leadership” and you’ll be welcomed to peruse 2.9 trillion results. Narrow your search to “leadership styles” and you’ll find everything from autocratic to servant, breakthrough to resilient, affiliative to transactional, and plenty of others in between. There’s a lot of information to choose from. Many styles feature an accompanying model, such as a pyramid, … Continue reading Why Every Leader Should Begin With “At Your Service”

Three Words Considered Toxic To Your Service Recovery Model

Coulda, woulda, and shoulda. Three words formed from the informal shortening of could have, would have, and should have, that dismiss the regret or worry about a previous experience. Appropriate since using them during service recovery will likely mean your customer is history. Less grammar lesson and more transformative mindset, the presence of these modal … Continue reading Three Words Considered Toxic To Your Service Recovery Model