Servant Leadership
Servant Leadership: new skills to serve others, and why the old ones don’t work
I became enamored of the concept of Servant Leadership in the 1980s.
Assumptions: Why Being Right Is Wrong
We naturally assume we understand what’s meant and don’t question that assumptions. The truth is, our brains are not set up to enable us to understand what others tell us…
Customer Service Case Study: Who Are You Serving?
When involved in customer service, are you serving your company and its rules – or your customer? Do you make rules to make sure your customers are happy, or are you wrapped up following rules designed for you – often at the expense of your customers?
Here are two conversations I had recently that make the […]