The key to success is to focus our conscious mind on things we desire not things we fear. – Brian Tracy Writing in Reader’s Digest, Carol Mann tells the story of golf immortal Arnold Palmer as he recalled an important lesson about self-confidence. It was the final hole of the 1961 Master’s tournament, and Palmer…
Always render more and better service than is expected of you, no matter what your task may be.” – Og Mandino In the book, “It’s Not About the Coffee”, Howard Behar, the former president of Starbucks International, relates an observation during a store visit. A customer approached a barista and explained that he didn’t like…
At risk of sounding like a yoga teacher or a self-help guru, I think most people strive for balance. We want city budgets to be balanced, our football teams to find balance as a cohesive unit, and most of us aspire to have some type of work-life balance. Now we could hold a healthy debate…
If the world is cold make it your business to build fires – Horace Traubel In a recent Gallup Business Journal feature, Scott Simmons and Christie Fraser reported on the state of customer service in the hospital industry. Notable in their findings: hospitals try to deliver the best healthcare outcomes and good customer service, but…
Even a mistake may turn out to be the one thing necessary to a worthwhile achievement. – Henry Ford I came across some interesting statistics recently that underscored what could happen if 99% were good enough: 12 newborns will be given the wrong parents daily 2.5 million books will be shipped with wrong covers 315…
Accountability becomes mission-critical in challenging times. We need everyone in our organization to take ownership of results and make things happen. Creating an environment of accountability rests with management. Based on our 22 years of experience in organizational development and leadership training, we have discovered that managers systematically remove accountability. As a result the manager…