Customer service – or the lack of it. The airlines have been giving me lots to talk about lately. First, there was the incident on the United Flight that I wrote about in my last blog posting where Dr. David Dao was unceremoniously dragged off his flight because he refused to give up his seat… Read More >>
Unintended Lesson In Empowerment From United
Empowerment of employees: how can it save you money? Well…by now, you’ve probably seen the disturbing video of Dr. David Dao being dragged off a United Airlines flight to make room for crew members who were traveling to another airport to staff another flight. The incident has created outrage in social media, sparked harsh criticism… Read More >>
Open Door Policy = A Lame Excuse for Cultivating Honesty
In an insightful article in the January-February 2016 issue of the Harvard Business Review titled, “Can Your Employees Really Speak Freely?”(1) authors James R. Detert and Ethan R. Burrus discuss the importance of leaders maintaining a culture of honesty so they can get the feedback they need to know what’s going on in their organizations. They… Read More >>
Kentucky Society of Human Resource Management (SHRM)
As a professional speaker, I can’t believe how blessed I am to stand in front of an audience, flap my lips and get paid for it. But nothing beats presenting with my daughter Meagan Johnson like on September 24 when we presented at the 31st Annual SHRM Conference in Louisville. I am truly a lucky… Read More >>