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Undercover Boss: Why Authenticity Needs Introspection
I don’t watch much TV, but last night I’m glad I turned it on. I watched Sheldon Yellon, the CEO of property restoration company Belfor, teach me an important and subtle detail about how to achieve authenticity – not just in the workplace, but probably in life as well. In case you didn’t watch the…
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Too Much to Do, Not Enough Time
(This is a repost of an article I originally wrote on July 7, 2008 at espressomind.com and edited again in January and June 2011. I was thinking about it again yesterday, when I recognized that if you’re having a hard time getting things done on your to-do list, that might be a sign that your activities…
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The Customer Isn’t Always Right: Keeping Customer Conversation Authentic
This post is a collaboration between Eric Sessoms at MyCustomerCloud & Nicole Radziwill. In previous posts [(1) (2) (3)], we focused on authenticity in customer service. Being authentic in customer service means that the customer service rep demonstrates a genuine desire to do what is right for the customer. But what if what is right for the…
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Is Profit Waste?
(This post is bound to be controversial – so please, if you have an opinion, write a comment. I’m really interested in hearing what others think and feel about this concept.) Last week, I read the Harvard Business Review’s 2011 Agenda, in which HBR reported on what projects key business and management leaders will be…
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Excellence is Emotional
My five-year-old knocked his Lego police van off the kitchen counter this morning. He was attempting to simultaneously admire it and eat breakfast. The reason he’s been admiring it so much is that it took him about three hours to build it using the instructions in the box… and he did it all by himself,…
Quality and Innovation 