Ron Wagner

How do you inspire someone?

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 …

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Customer experience is about making promises and keeping them.

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 …

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I couldn’t wait to get home from a weekend at the Jersey Shore.

Early in my career, I was so damn stubborn and rigid with my work that any simple change would throw me for a loop. It took some stumbles to realize that I couldn’t control everything. If only I had connected the dots in the early stages of my career and remembered a lesson I learned …

I couldn’t wait to get home from a weekend at the Jersey Shore. Read More »

A simple but powerful question to ask yourself.

I was speaking a few months ago as part of a panel discussion when a gentleman who was mid-career shared his story. He was having a rough go at work. He was under-utilized, didn’t see a pathway to greater success, and felt he was always on the outside looking in. Like most of us, he had real-world worries …

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