There’s no doubt that aside from all the hard work you put in, a little luck is probably responsible for getting you where you are in your career. But you have to put yourself in the right spot for...
You don’t always have all the answers—and when you don’t, it’s important not to go into emergency mode. Instead, take a step back and ask questions, figure out where the gaps are and move forward...
Life isn’t a movie—failures will happen. It’s how you react to the failure that is defining. Make mistakes, just don’t keep making the same one. Fail forward—when you make a mistake, learn from it...
Sometimes launching straight into a meeting for the sake of time seems like the best idea. But I can tell you, the most impactful meetings are the ones where you have a clear outline and expectations...
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...
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...
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...
When I was hired into Service Express we were a very young company with a fraction of the employees and resources that we have now. We hadn’t formalized The Service Express Way (Vision talks and...
They are the people who can suck the life out of an organization and deflate morale company-wide. You don’t want to work with them, and it would behoove you to ensure they don’t want to work with...
Sometimes you can look too hard for answers. When you are pushing hard to find the right path and not getting the results you want, you need to take a step back for clarity. Go on vacation, read a...