Leadership

Rehumanizing the Service Industry

Stressful times can have a way of hanging like a cloud over our daily interactions.  And despite the best intentions, we are all susceptible to fixating on the cumulative adversity we face every day.  Whether you’re worried about your health, safety, equal opportunity, the upcoming election, your finances, the education of your children, your job,…

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Solvers Versus Agitators

I had a very painful conversation with a member of my team today.  There was an issue, requiring my intervention, that was obviously a miscommunication.  I have dealt with hundreds of these over the last 25 years while leading team members across many of my businesses.  My approach is to address it as a miscommunication, where there…

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