Can tailgating teach you about leadership? Sure. I tailgate at every Penn State game and me and my crew really put on a show for our guests. Just the other week, we had a great all-day tailgate leading up to the night game between Auburn and Penn State. The .afternoon meal was Philly cheesesteaks. And …
How do you inspire someone? I’m not sure there’s a perfect answer but here are my thoughts: Don’t dictate: suggest a path for them to follow. Don’t offer false praise: recognize and reward them when deserved. Don’t duck tough talks: help them course-correct and improve. Don’t micro-manage: give latitude within boundaries and let them own …
The airline industry takes a beating when it comes to customer satisfaction surveys but I have to share a great experience…an experience that set the right expectation and delivered on it. I was flying Jacksonville to Philadelphia and the flight attendant conveyed a promise and set an expectation: she said it’d be 1 hour and …
Customer experience is about making promises and keeping them. Read More »
You spend your career doing your best to get ahead, to be recognized for your work, to get a promotion, to become an admired and respected leader. For years you make the climb, just itching for your shot to be the leader of your team. You just know that if you got that chance, you’d make things …
Who do you work for? Don’t tell me the name of your company name or the name of your boss. Who do you really work for? For me, I work for Kristin and Patrick and Emma. I work for the people that greet me each morning on my screen savers when I power-up my laptop. I work for …