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Can Poor Customer Service Unintentionally Destroy Credibility?

It was the hottest week of the summer so far and the air conditioner in my condo stopped working. Hot and moody, I called in a repair request to my leasing agent. A day passed, and not hearing from them I decided to call again. Not only was the heat rising, so was my impatience. The receptionis...

Leadership Pitfalls: Are you making mistakes or making excuses?

It’s happened to us all: At some point in our careers we didn’t know the answer. We were not prepared. We weren’t sure of what decision to make. And for some – this is our worst nightmare! Especially in the workplace, we are concerned with how our coworkers, bosses or clients perceive us. We ...

Top Ways to Ensure Leadership Failure

What causes a leader to fail? The truth is, there are many things that cause failure at all levels of leadership. There is not a specific “formula” for leadership failure, just as there is not a specific “formula” for leadership success. There are however, actions or behaviors that drive a le...

Is the Challenge Understanding Different Generations or Something Else?

 It is almost impossible to open a business publication or business blog without seeing something about the generations at work. Often writers make it seem that all of your leadership and motivational problems will be solved once you understand and cater to the needs of "Millennials" or chan...

Are You an Interested or Interesting Leader? Seven Steps to Being a More Interested Leader

Several weeks ago, I was coaching with a client (let’s call him John) who was working to further develop his listening skills.  In the course of our conversation he said, “I want people to feel I am genuinely interested.”  John went on to share a short, but impactful story with me.&n...

Getting Out of the Weeds & Growing Your Leadership Team

I was recently reflecting on a conversation I had with the owner of a growing florist business. Sales are good which is wonderful, however, things have become more difficult to manage because of the increased workload. The staff consists of very competent employees yet the owner still has diffi...

The Leadership Landscape

This is the time of year most home owners are focusing on getting their yards looking good again.  Many of us are seeding, re-planting, trimming, raking, mowing… and mowing…. and mowing!  The poignant thing is, living things keep growing, the weeds continue to pop up and everything ne...

Owning Your Leadership Presence

Owning is such a positive word.  It conveys the simple message of a child…it’s mine.  Look a little deeper into the meaning and we think about the work to procure something of value and taking responsibility to care for that something.  In leadership training, there is simila...


What Separates a Good Leader From a Great Leader?

She wasn’t exactly a woman one would identify as a leader.  She was in her 30’s, her front teeth were missing, her clothes were worn, she stood a little over 5 feet tall, she was uneducated and it was rumored she had abandoned her husband in the middle of the night.  She took jobs mos...

Always Leave a Place Better Than You Found It

Do you remember those things you mother always said to you?  Do you also remember when you realized those things she said were meaningful to life?   One of the things my mother used to always say was, "Always leave a place better than you found it".  She was referring to cle...

Integrity and Leadership: Someone is Always Watching

A visit with my husband to one of our favorite yogurt shops compelled me to reflect and write on the topic of Integrity. This shop is a favorite of ours for many reasons. It has great service, is very clean, offers several choices, and provides an uplifting atmosphere. During our visit, we...

Negotiating With Emotional Intelligence

There are many opportunities in our lives and careers to negotiate for what we want: ·         The cost, scope or schedule of your next project ·         The sale price of a car or house ·    ...

Emotional Intelligence - Is It the Foundation of Great Leadership?

Decades ago, this concept of Emotional Intelligence in leadership would not have appeared in many writings about what makes great leadership. There are plenty critics of the concept and its relationship to successful leaders. My intent is not to defend nor prove any research t...

Idea Champions Make Great Leaders

  What sets a great leader apart from a good leader?  We know it is not title and not even experience.  Leaders who reach the summit level of leadership either through their title or their own personal development (should be a combination of both) will have mastered all of the oth...

3 Keys to Building Trust in Your Leadership

Trust in leadership is on a decline1. There are several reasons for this, and the purpose of this white paper is to identify areas where leaders can focus to bring higher levels of trust. The first question we should ask is, "Why is trust so important in an organization?" I believe that answer is...