The First Question a Leader Must Answer
What? It’s the first question a leader must answer. This lesson was brought home to me as I was coaching my youngest son in baseball. Throughout the game, I found myself becoming increasingly frustrated as I kept hollering for him to “back up the pitcher.” I...
How to Handle Customer Service Mistakes
When a problem occurs (and it always does in the service industry), the way you react is vital to saving your relationship with the customer. At Service Express, we react threefold: we own the mistake, we fix it immediately, and we fix it permanently. Making a...
Intuition vs. Analytics In Business
As a leader, you must hone your intuition—but make sure you look at the data to tell the full story. How do you use both intuition and analytics to make the best decisions at your company?
Have The Discipline To Say No
More is not always better, having the right focus is. Sometimes you have to say “no” to achieve the clarity you need to move forward in discussions or actions. Be transparent, explain why, and shift the focus to what you CAN do. Once you remove the clutter of the...
Bring Problems To The Right People
I am a huge advocate for coming up with a solution to a problem, then presenting both. However, after listening to Adam Grant speak and getting feedback from a previous blog post, I can concede that sometimes you may see a problem, but not understand how to solve it....About Me
I am the President & CEO of Service Express, a National Best & Brightest Company to Work For. Service Express has averaged double digit growth every year since 2001.
We attribute our success to a unique corporate culture that we call The Service Express Way. I am a member of the Young President Organization and sit on the Board of the Spectrum Health Foundation.
