At sometime during my childhood, I heard the story of the dippers and the fillers. I can’t remember when or where I first heard the story but it is a lesson that has struck with me for many years and has played a major role in how I interact with people on a daily basis. The story goes like this, each of us carries around an emotional bucket that is constantly being either emptied or filled by the words and act
Many organizations understand the importance of customer service, yet only a select few are doing it right. I run my organization with customer service as the foundation — in fact it’s one of the first things new employees see when they join the company. Unfortunately, the good intentions of most companies get mired in unnecessary process and operational overhead. Even if employees had a strong desire to
Look around. Where are all the really talented people? Are they working in your company? Odds are they aren’t, they are working at companies like Zappos, 37Signals, Google, Facebook, or the thousands of amazing tech startups that aren’t bound by the traditional factory mentality that infects so many businesses. Why is this important? It’s important because empires are no longer built in factories, e
In business, people & culture are critical components to your long term success. Take a look at where you have people and culture prioritized within your organization. If they aren’t near the top, then start asking ‘why?’.