What do you do when you're in an organization and notice something happening outside your team or department? Do you share your observations, or do you keep them to yourself? When you share, how do you approach that conversation—especially if it might be...

Recently, I’ve been talking a lot about delivering performance reviews. The reason is simple—they’re on my mind. This is the time of year when I do mine with my executive team.  One thing that stands out to me when it comes to reviews is how I set the tone at the...

Leaders, as we move into 2025, I want you to focus on three key areas: time, talent and relationships.  Time  Where are you spending your time? Are you focusing on the highest-impact areas that bring the biggest return? Or are you spreading yourself too...

Last week I shared the importance of Avoiding Recency Bias in Reviews. Staying on the subject of reviews, I want to share another tip we discussed during our training sessions at Service Express. Never submit a review after just one pass. Never rush the process just...

I'm going to share a couple of tips on doing annual reviews. We've done training on this at Service Express for all our leaders, and I love sitting in on those sessions. I share insights from my career, but I also learn a lot from our leaders, who are so thoughtful...

No matter where you are in life, there are two things I've always found to be true. These apply to both personal life and professional life.   First, no matter how much success you've had so far, you haven't "made it." There's a saying: "Success is not...

How do you break up scar tissue in your organization?    From my perspective, scar tissue in an organization can take many forms. It can be complacency. It can be entitlement. It can be the mindset of "this is how we've always done things." Personally, I can't stand...

Escalation is not a weakness. I often talk about how leaders should work to figure things out and solve problems. That’s what leaders do. That’s what you’re hired to do. You can’t just dump problems on someone else’s desk. You have to figure things out. But what...

Last week, I talked about why you should Connect With Interesting People. This has always been a core part of who I am and what we focus on at Service Express. It’s how we learn, grow and expand our thinking. I like reaching out to interesting people who are doing...

Get in front of interesting people. One of our key tenets at Service Express is to connect our team with the outside world. This means meeting people who are doing the kinds of things we aspire to do. Whether it’s exploring other companies, discovering new...