Recent Posts

Do You Feel Like a Sardine?

On Saturday morning I spoke before a great audience on Cannery Row in Monterey, California. Ocean View Avenue was renamed "Cannery Row" in honor of John Steinbeck's novel, published in 1945. A film was released in 1982 and a stage production in 1995. The picture below is from 160knots.com. According…
Ritz Carlton Way

In Your Effort To Please, Are You Giving Away The Store?

Much has been written about The Ritz Carlton Way. The takeaway I always hear is "empower your front line employees to deliver WOW experiences". Today many other organizations follow this Ritz Carlton Way. The intent of this approach is to allow employees to resolve a customer situation and have the customer…
leading

Leading by Example

Leading by Example Have you ever read those surveys that examine the primary reasons why employees choose to either stay with an employer or leave?  In most of those studies, at the top of the list is an employee's relationship with their direct manager or supervisor.  Why is this?  Because…
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