Posts Tagged ‘culture’

CULTIVATING TRUST

Trust is essential to leadership. People enter new relationships with a degree of trust.  Then trust either grows or recedes as the relationship develops.  If people don’t trust you, they might follow your instructions (kind of), but they won’t follow you. In Stephen M. R. Covey’s best-selling book, “The Speed of Trust: The One Thing…

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YOU ARE WHAT YOUR CUSTOMERS SAY YOU ARE

Years ago I joined a company just as they were preparing to launch a new (and expensive) marketing campaign. A focus group comprised of a dozen customers was invited to preview the campaign. As the new executive, I was asked to attend. The central message of the campaign was “innovation.” Its focus centered upon all…

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BUILDING A SERVICE CULTURE

Building a service culture is something I get asked about often. Those words may not be the exact ones used, but it is what they mean.   It more often is asked as: How can we improve our teamwork? How do we instill a mindset of customer service? What is needed to tear down “silos” in…

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