Leadership

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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Don’t seek “thanks”. It’s your job to make your team better.

This is my son.  He’s almost 27.  I can count on one hand how many times he’s wished me a happy fathers day or thanked me for helping him through life.  That’s just not who he is.  He’s quiet, introspective and doesn’t show a lot of emotions.  But I don’t need thanks or kind wishes.  …

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A leader without followers is just someone out for a walk.

I’ve been around lots of people who’ve called themselves leaders. Most weren’t.  Leaders don’t have to tell you that they’re leaders. They just are. And they lead. Because it’s what they do. Beware of those who proclaim their “leadership”, because they may just be all-hat and no-cattle, as they like to say in Texas. So, what makes for a good …

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Having a title doesn’t make you a leader.

I’ve seen many leaders (or, said better, people in leadership positions but not necessarily leaders) bully, bluster and bloviate. When met with respectful dissent that was well-reasoned, practical, factual and presented diplomatically, they’d wield their title as a cudgel to beat-down lower-level employees who were simply trying to build a life and career These types …

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