Customer Service

I have long held that customer service is first and foremost a leadership activity, not a front-line activity. This, of course, is counter-intuitive. We think customer service stays with the person delivering the service such as the nurse, waiter, sales associate or...

The Speed Of The Leader Is The Speed Of The Team

In this final video series with The Corporate University at Kent State Stark, I interviewed Riley Lochridge, then, President and CEO of ComDoc.   We talked about how trust, accountability, and how learning from our mistakes makes us better leaders....

Succession Planning

When we think of succession planning, we normally think of the CEO when they retire.  And, we think about it too late. But succession planning is the perfect opportunity to be proactive and consider the challenges your successor will need to prepare for, both...

Put Learning Out On The Table

Using Table Top Business Simulations™ Lecture. Testing. Prototyping. Modeling. Practice. Rehearsal. Beta.  The best way to learn and practice a complex set of tasks and skill building is to simulate. Table Top Business Simulations™ gets participants off the...