When NOT Exceeding Expectations Is OK...

We closed last time with a commitment to address scenarios where team members refuse to exceed expectations. Before I jump into that, I need to call your attention to something that will absolutely exceed YOUR expectations: the virtual LIVE2LEAD:Harrisonburg experience that Cindy and I will be hosting this Friday! There’s so much value (and bonus content) packed into this event that I just can’t fit it all in here… Check it out for yourself!

So when is NOT exceeding expectations acceptable? Believe it or not, there are times where it’s OK. If we don’t mind our customers and team members having an average experience, we don’t need to put in that little bit of extra effort and we don’t need to worry about maintaining a standard for what our team members strive to deliver. That will work just fine in a booming economy where every Joe out there has plenty of money to spend…

But we don’t build the kind of loyalty that brings a...

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Sorry You Did It or Sorry You Got Caught?

Originally shared in A Daily Dose Of Leadership on July 23, 2020.

I closed the last blog by promising to share an example of a large organization that developed a very specific rule to force compliance on what had become a significant issue and how it’s become a bit of a joke for many outside that organization in years since. We’ll get to that shortly…I also left you with something to consider so let me paint a picture around that for you.

Those of us who have children have all, with the small exception of those who are raising saints, had to discipline them for unacceptable behavior. That’s just part of being a parent… In most cases, our child apologizes for their actions, we enforce whatever the punishment is, and we move on. Sometimes the behavior is corrected, but there are also times where it pops back up; possibly a month or more later, but maybe far sooner…

When that behavior is being repeated, and the child continues to offer the same...

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