Customer service is dead

Customer service is dead

Right now, in the United States of America we are in the midst of a great economy. Not good, but great. Have you ever noticed that when the economy is great customer service stinks! It seems to be just the opposite when the economy is bad – customer service is...
Challenge Yourself.  Face Your Fears.

Challenge Yourself. Face Your Fears.

I’m flying back from the Gran Fondo New York World Championship (bike race) as I’m writing this. As I was looking through my photos, I was overwhelmed with tears. It finally hit me that I had accomplished one of my major goals in cycling. I take that...
Creating a Bias for Action

Creating a Bias for Action

Over 20 years ago I started using the phrase “Bias for Action,” and I believed I’d created the statement myself, shortly after reading Knowledge for Action by one of my favorite authors, Chris Argyris. Recently I discovered that Amazon has been using “Bias for Action”...
Intention means nothing

Intention means nothing

I’m sure you’ve heard that the road to hell is paved with good intentions.  It’s a great proverb because we all have intentions in our lives: things we want that require our time and our attention in addition to our intention to do the thing, change the behavior, or...
Culture eats Strategy for Breakfast

Culture eats Strategy for Breakfast

Employees need to buy into your strategy – your mission – otherwise you don’t have a strong culture.  Develop the culture with your employees.  If you’re a company of one – your values are your culture, and your reactions are consistent.  But once you’re a company of...
Are you fully invested in your business?

Are you fully invested in your business?

Every time I talk with new entrepreneurs the majority of them have one foot in the door and one foot hanging on to their “real job.” This is a big dilemma and a big problem new entrepreneurs face. “I want to start a new business, however I am scared to...