In Service America! Doing Business in the New Economy , Karl Albrecht and Ron Zemke alerted us to the competitive advantage of service quality. In our work with Fit Leaders, we often borrow a concept from Albrecht known as Moments of Truth. A Moment of Truth (MOT) is any episode in which the consumer or [...]
Author Archive
Habits Trump Discipline
March 20th, 2013 | Posted in Change, Effectiveness, Leadership Fitness
All of us, from time to time, are faced with the desire (and sometimes the necessity) of changing some aspect of our lives. Change is rarely easy, and when we go to work at modifying a behavior, relapsing to our “old way of doing things” is fairly predictable. Many people point to the need for [...]
Creativity Tops the List
February 12th, 2013 | Posted in Change, Effectiveness, Leadership Fitness, leadership training
Creativity tops the list of leadership qualities seen contributing to business success over the next five years, based on an IBM survey of over 1,500 CEOs. When prompted for examples of creative genius, many of us conjure up images of Archimedes and his overflowing tub (“Eureka”), Newton and the falling apple or Franklin and his [...]
What You See is What You Get
January 12th, 2013 | Posted in Clarity, Effectiveness, Leadership Fitness, leadership training, relationships, success
Transparent leaders build credibility, resulting in greater collaboration across all levels of the organization. This “what you see is what you get” approach to leadership often leads to more efficient decision-making by increasing the trust that develops between leaders and their teams. Many organizations pay lip service to transparency while, at the same time, refusing [...]
What’s on Your Reading List?
January 1st, 2013 | Posted in Change, Leadership Fitness, leadership training, Reading List
In Living an Exceptional Life, the late Jim Rohn refers to his library as one of his most prized possessions. As an accomplished author himself, Jim embraced the value of ideas and was always seeking out ways to improve his own value through reading the ideas of others. As 2013 takes hold, what new ideas [...]
I’m Pumped for 2013! Are You?
December 31st, 2012 | Posted in Clarity, Confidence, Leadership Fitness
With only one day left on the calendar this year, our attention naturally shifts to the year ahead. How will we make 2013 bigger, better, more profitable and more impactful? For some leaders, this may be about expanding existing product and service lines, while for others the focus may be on innovating and bringing fresh [...]
The Language of Influence
December 26th, 2012 | Posted in Clarity, Effectiveness, Leadership Fitness
How many times have you thrown up your hands wondering why “they” just don’t get it? Despite what seems like sound logic to us, we all experience a lack of support for our ideas and proposals from time to time. While failing to receive support for our recommendations and requests can be frustrating and demotivating, [...]
Is That Your Final Answer?
November 12th, 2012 | Posted in Clarity, Effectiveness, Leadership Fitness
Many of us recognize the phrase “Is that your final answer?” from the popular TV show Who Wants to Be a Millionaire? What many of us may not appreciate is how relevant and appropriate a version of this question can be in our interactions with our colleagues and bosses. One of the more common sources [...]
What We Know About Change
October 29th, 2012 | Posted in Change, Clarity, Effectiveness, Leadership Fitness
According to a global study on employee engagement by Right Management, less than half (43%) of employees are confident in their organization’s change process. The biggest downfall for senior leaders is the perception that they do not follow through on what they say they will do. Many change initiatives are sold using fear. While these [...]
The Power of Perspective and Focus
October 26th, 2012 | Posted in Clarity, Leadership Fitness
We start each day with the best intentions and the highest hopes of being productive; creating value for our colleagues and customers; and making meaningful progress on our personal and professional goals. And then…, we encounter real-life relationships and experience real-life interactions that invariably disappoint us and frustrate us. When this happens, we can easily [...]
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