Why role specific training matters

Last week in “Reflecting on Leadership“, I said “The more I thought about it, the more disturbing this reflection became. I thought back to any number of employers and client businesses and the training they offered to new team members. Training was never about preparing a new (albeit, sometimes experienced) employee to succeed / survive […]

What makes your customers safe?

We have attorneys, insurance, OSHA, safety regulations, procedures, safety gear, training, etc to help us protect our business, while keeping our staff members & customers safe. We know that in some markets, someone still might get hurt despite all our preparation, training, safety equipment, etc. If you run a hotel with a pool, offer zip […]

Quality management’s slow ROI

We talk about numbers, metrics, & dashboards from time to time. One of the more difficult things to measure, much less manage, is quality. Is there a single measure? Some might suggest Net Promoter Score as an ideal single measure. NPS ranges from -100 to 100. It represents the willingness of a company’s customers to […]

Your town can fuel the rise of two pizza teams

Last time, I noted that Amazon received no HQ2 (second Amazon global headquarters location) proposals from communities in a number of rural states. At the time, I noted that the decision to pass on that opportunity was a well-considered choice. More importantly, I asked the following question: What would the impact be if your community had […]

The ingredients of effective criticism

Today we’re going to use a common political event (and some football) to discuss the effective delivery of criticism. Recently a new candidate joined a local political race. The new candidate’s campaign has spent plenty of time pointing out things that are broke, need attention, or didn’t go well. That doesn’t mean the candidate has […]