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

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

How To Safely Navigate A Critical Conversation

Sooner or later, it’s going to happen. Faced with having a conversation you’d rather not have; you’ll hear the clock ticking in the background and recognize the urgency of the moment. Still, a part of you wishes it would all just go away, that if a pair of red shoes worked for Dorothy, they might … Continue reading How To Safely Navigate A Critical Conversation

4 Ways Feedback Transforms Passion Into Performance

I have long approached leadership as an art form, a process of expression in which we allow something incredibly genuine to emerge from within, a truly intimate perspective shared with those looking to us for guidance. While people remain the passion behind the purpose, feedback transforms their potential into performance. Still, leaders can struggle with … Continue reading 4 Ways Feedback Transforms Passion Into Performance

4 “F” Words Define Balanced Approach To Leadership

It was a simple comment attached to a recent post. The subject was April 7th, anniversary of the date I assumed command of the USCGC Point Whitehorn many moons ago. Scott, a member of my crew during that time, reacted to the post and offered this comment: “You were espousing the value of personnel and … Continue reading 4 “F” Words Define Balanced Approach To Leadership

How To Avoid Becoming A Helicopter Leader

There he was, hovering in the background. His presence was undeniable: indirect stare accompanied by a slight tilt of the head, positioned to listen in on our conversation with seemingly bionic-grade hearing. “Supervisor” on his badge defined his position. What happened next confirmed his intention. A front-line associate had just apologized for a previous service … Continue reading How To Avoid Becoming A Helicopter Leader

5 Essential Skills That Improve Your Ability To Communicate

What does it mean to communicate? Let’s begin with a definition: Communication is a learned behavior, enhanced through training and experience, that is the foundation for all performance competencies, notably process improvement, whose model reflects a continuous cycle of information transmitted, received, analyzed, and returned to its origin, then repeated with increasing efficiency to attain … Continue reading 5 Essential Skills That Improve Your Ability To Communicate

Four Tiers Reveal An Unspoken Promise To Exceed The Expected

Rumor has it the bride shed tears when she first saw her wedding cake. Unfortunately . . . they were not tiers of joy. The outcome emphasized the importance of understanding what matters most to your client, unique expectations that accompany the choice of your product or service. When blended seamlessly with your talents and … Continue reading Four Tiers Reveal An Unspoken Promise To Exceed The Expected