As Yogi Berra would say, “It was Deja vu all over again.” Five years earlier, we’d conducted introductory service/quality improvement workshops for senior management and head office staff of a large company. Culture and feedback surveys gathered input before and during these follow-up workshops. The company clearly had problems with low engagement, faltering customer service, […]
Read post »What if you invited me into your house and I sprayed a noxious gas that made you and your family sick? What if I also dumped a big barrel of stinking sewage on your kitchen floor? You’d likely have me arrested. You’d get out of the house until the mess is cleaned up and the […]
Read post »We’re naturally wired to look for what’s wrong — or could go wrong — and overlook what’s right — or ignore the high likelihood that things will work out. We also live in a world where the dealers in disaster who can stoke our fears get the most attention. Videos of horrendous crimes or fake […]
Read post »The great American founding father, author, and statesman, Benjamin Franklin, was highly devoted to lifelong learning and continual personal improvement. His book, The Art of Virtue (edited by George Rogers), is an inspiring account of Franklin’s life and an instructive guide to his improvement process and personal effective system. Franklin once said, “If you empty […]
Read post »