In Chip and Dan Heath’s new book, The Power of Moments, they ask you, the reader to imagine taking your children to Disney World for a one-day visit. During this visit, you are to text Chip and Dan every hour and rate the experience on a scale of 1-10. The days ratings might look like… Read More >>

National Customer Service Week is October 2nd – 6th and it’s a perfect time to give your folks a special reward for doing a great job. Customer service experts C.A. Short* recently released a list of ideas for customer service gifts: Celebrate/Reward employees who received great reviews on transactional surveys and online review sites. ** Write… Read More >>

(This article on huddles and how to improve them was written by Mel Kleinman, who graciously gave me permission to share it with my readers.) It’s only been relatively recently that the huddle has made its way from the playing field to the workplace, but it has proven to be just as effective in settings… Read More >>

Some years ago my wife, CJ, was seriously injured in a biking accident and was confined to a nursing home. Consequently, I spent a lot of time there with her and had the opportunity to observe her care by the doctors, nurses, therapists and CNA’s. It didn’t take long to figure out who were the… Read More >>

A recent experience taught me that organizational values statements count. I had coffee with an old friend, Vicki McAllister, whom I hadn’t seen in 15 years. She and I first met when she hired me to deliver some training to a Skilled Nursing Facility, (SNF is the Arizona licensure designation) where she was executive director.… Read More >>

The challenges for new supervisors can be many. The research tells us that the second most important relationship a person’s life (after family) is with the boss. The research also shows us that when people leave a job, they most often do so not to get away from their companies, but to divorce their supervisors.… Read More >>