Performance vs. Learning Culture

Performance vs. Learning Culture

I saw a tweet today by Adam Grant, an organizational consultant and graduate of the University of Michigan. I had the pleasure of seeing Adam speak at an event a few years ago, so I followed him on Twitter and I enjoy many of his tweets. This one, in...
Find the Critical Voice

Find the Critical Voice

Who do you go to when you want tough and critical feedback? In the book 21 Irrefutable Laws of Leadership by John Maxwell, there is a chapter about seeking input and feedback from the “Claude” or influencer on your team. In the book, John talks about his experience...
Leaders Look to Solve Problems

Leaders Look to Solve Problems

“I choose a lazy person to do a hard job. Because a lazy person will find an easy to way to do it” -Bill Gates  I hear this quote often, and the idea of it rings true. When I look to solve problems at Service Express, I search for those who are dedicated to...
Customers Compare

Customers Compare

When looking at customer service, it’s no longer you against your competition. It’s you against every customer service experience they’ve ever had. I saw a tweet from Shep Hyken that said, “Customers don’t compare you only to your direct competition anymore. Customers...
How to Scale Culture

How to Scale Culture

What’s one way to scale culture at your organization? Hire servant leaders.   I recently saw a tweet by Mark Crowley that said, “UCSD researcher Pamela Smith says people who are self-centered, & who have more self-centered values, only tend to become more selfish...
How to Have Difficult Conversations

How to Have Difficult Conversations

Are difficult conversations the easiest? No. Are they fun? No. Do you lose sleep at night before having them? Sometimes, yes. Why are they the best? They propel discussions forward. I believe that great leaders and teams don’t avoid difficult conversations. That’s why...