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Leadership Articles

     I don’t understand it.  I walk into retail stores and restaurants every day and no one seems to want my money.  Employees hardly greet me.  They seem annoyed if I ask a question or even approach the counter.  And they are all behind the counter, usually talking to each other. Yep, talking to […]

….it was the worst of times.  As I write this, the election is about to take place.  According to the polls, it’s very close.  So regardless of the outcome, a lot of us are going to be unhappy.  It’s been a tough year for many, marked more by stress and worry than peace and joy. […]

     I recently attended the Society for Human Resources’ national convention.  While I was there, I reviewed a study by a company called Achievers.  It was designed to see if CEOs and HR professionals really knew what employees were thinking about three key factors in employee retention: feedback, recognition, and managerial communication.  The results […]

Many of you are involved with associations, chambers of commerce or other not-for-profit organizations governed by Boards of Directors. As a former nonprofit executive, I find this structure can be awfully hard to work with— the Executive Director is supposed to run the show and the board members are key volunteers, but the Executive Director […]

We all frequent a lot of businesses; most have so-so customer service at best. (But not if you hear their advertising! Customer service is always outstanding!) We’ve become used to clerks who seem put out if they actually have to help us, and we even find ourselves feeling bad if we have to ask for […]