A moment working with a customer stands out as a reminder of what the best leaders do. It’s revealed in Good to Great, and it occupies a chapter in the book I just finished CEO Excellence: The Six Mindsets That Distinguish the Best Leaders from the Rest, by McKinsey senior partners Carolyn Dewar, Scott Keller, and Vikram Malhotra.Read More
Strategic Discipline Blog
In CEO Excellence: The Six Mindsets That Distinguish the Best Leaders from the Rest, McKinsey senior partners Carolyn Dewar, Scott Keller, and Vikram Malhotra share a little-known story about the 1996 Olympic Basketball “Dream Team.” The team included Charles Barkley, Larry Bird, Patrick Ewing, Magic Johnson, Michael Jordan, Scottie Pippen, Karl Malone, and was coached by Chuck Daly.Read More
People with unresolved conflicts can challenge your customer service.
These customers are impossible to resolve their issues.
IIn 2012 I spent 8 months in the hospital battling Acute Myeloid Leukemia. For the past 6 years, I’ve been writing a book about my journey and miraculous recovery.Read More
Are people promoted to their highest level of incompetence?Read More
The number-one reason for failure of vision and strategy is ineffective leadership, both individual and collective.Read More
To scale your organization you must scale leadership. Yours and your teams!Read More
It wasn’t long ago when speed of delivery wasn’t expected to be next day.Read More
In October of 2008, I wrote a blog Even in a difficult economy Customer Service can Make a Difference! My car wash customer was looking to improve his business during the summer, due to skyrocketing gas prices. The solution: measure customer satisfaction. Autopia Car Wash in California was one of the first customers I shared Fred Reichheld’s Ultimate question, Net Promoter Score (NPS).Read More
You’ve probably attempted to change and failed. It could be trying to lose weight, quit smoking, be on time, be better at time management or create systems and innovate your business.Read More