I got my first taste of behavior-based safety in late spring or early summer of 1998. Cindy and I had only been dating a few months at that point so I was still teetering on the edge to say the least… By the time I went through the two day training process required to conduct behavioral observations...
Once we’ve worked to ensure we’re very clear about exactly what it is that we provide for our customers, our clients, the team members we lead, or even our family, we’d each do well to invest some additional time into making sure we understand just what it is they’re really hoping to receive through...
So before we really dig into the specifics of those questions I outlined in the last post that we all need answered in order to EXCEED EXPECTATIONS on a regular basis, let’s take a look at one critical thing we each need to consider in this process.
Having hit on this idea of EXCEEDING EXPECTATIONS...
As we consider each area that we can take responsibility for controlling that we’ve worked through to this point, there’s one thing that ties back to every single one… And without being very intentional about how we control this final thing, the control we’ve assumed for each of the others is likely...
In working through the importance of controlling our delivery in the last post, I stopped just short of detailing the scenario in question. Without going into specifics and tossing anyone under the proverbial bus, I’ll touch on that briefly now as it tees up the topic we’ll look at this time…
A bus...
When I made the last post, I thought we’d be turning the page from Controlling What We Can Control and looking at an entirely different topic when we picked things up again. As Cindy and I discussed a few recent scenarios where we had referred family members to a few different business associates, i...
We’ve worked through some critical things we can each take complete responsibility for controlling in our own lives and with the teams we lead in the last several posts. Before we get the milk & cookies ready for Santa and prepare for New Year, assuming he’s allowed to travel this year as long as he...
Through the last several posts, we’ve looked at why it’s so important for us to Control What We Can Control, we’ve dug into What We Can Control, we’ve discussed how Our Attitude and Our Actions play a critical role in all this, and we discussed how You Can Compound Your Results IF you stay consisten...
We’ve looked at several things that anyone interested in moving their mission statement from the wall of their front lobby to the actions of their team can take action on. Now let’s remove any remaining confusion there may be between the mission and the vision.
Before digging into this, let me clar...
Early in chapter 13 of The 21 Irrefutable Laws of Leadership, as he’s describing how important it is for a leader to provide a constant example for our teams to follow, John Maxwell says “The temptation for any leaders is to merely communicate about the vision.” Truth be told, just communicating wit...
Before closing the loop with one final thing I’ll challenge you to consider from the mission statement we’ve been looking at, “Delivering customer satisfaction with empowered employees using continuous improvement to get it right the first time, every time,” I want to stress one last time that I’m n...
Think back to the mission statement I shared as I opened the last post; “Delivering customer satisfaction with empowered employees using continuous improvement to get it right the first time, every time.” The piece about empowered employees sounds warm and fuzzy, but what does that really look like?...
