Many books have been written connecting culture and excellent service, including from the world famous DeJulius Group, Mercedes, Nordstrom, and Starbucks. But, there is an undeniable connection between what happens “behind the counter” and what happens in front of the counter. So, what’s the secret to great culture and outstanding…
There is a clear link between job performance and emotional intelligence. Last month we took a look at 9 Habits exhibited by people with a high emotional quotient (EQ). As a leader, it’s important to be able to identify high EQ when you’re hiring for a critical position. However, as…
Evidence continues to support high "EQ," or emotional quotient, as a predictor of strong leadership. Unfortunately, a high emotional quotient, also called emotional intelligence, is harder to spot than a high IQ. If your organization seeks strong leaders, it's important to educate yourself on identifying high emotional intelligence. Before you question my own IQ,…
We all want to “wow” our customers. The “wow” is what transforms “ordinary customers” into “extraordinary customers”—who are loyal to your organization and become ambassadors for it. And, face it: Satisfactory customer service will not elevate or enhance your customer relationships. Satisfactory customer service will not prompt your customers to…
What can make you a more dynamic leader this year? As leaders, we are always striving to improve. We’re not happy with the status quo. We are always seeking a better way to operate, to motivate, to lead. As you reflect on the past 6-12 months it is wise to…
Sharpening the saw is a critically important aspect of leadership. I find it critically important to read positive, proactive, insightful and energy giving material. It is true, both professionally and personally, for me. "We are what we read, what we listen to and who we associate with." Who influences you must be a thoughtful decision. I…
Promoting employees can be an important talent retention tool and is a great way to reward excellence. Promoting from within sends a message to all employees: that hard work is recognized; that organization loyalty is valued; and that the organization sees current employees as crucial to future success. If the…
One of the professional development opportunities I have been fortunate to participate in is CORE Growth, a leadership development program for emerging leaders. Our cohort includes five individuals with different job titles from various industries. What we have in common is each of our organizations sees us as an emerging…
Do you believe you can separate leadership and relationships? I spent several months studying the attributes of healthy relationships in the Bible, specifically Romans 12. Reading, reflecting, and analyzing the Scripture's intentions and goals. There are so many great life lessons in these verses. Great learnings for being a better leader. What I learned shouldn't surprise you.…
