Management Articles

Wordcount: 580 Time to read: 4 minutes

When it comes to delivering products and services, consistent levels of customer service outweigh all other aspects of the end-user experience. What makes a business stand out is outstanding customer service.

While there are many pieces to this puzzle, this newsletter focuses on three that are universal and foundational to building a sustainable organization.

“Planning is an unnatural process; it is much more fun to do something. The nicest thing about not planning is that failure comes as a complete surprise, rather than being preceded by a period of worry and depression.”
— Sir John Harvey Jones

Wordcount: 613 Time to read: 5 minutes

Long-term organizational success and sustainability require leadership’s dedication to three operational imperatives. In this post, I explain consistency of performance, the second operational imperative, and why it’s at the root of the highest, most perfect form of promotion, marketing and attracting new clients.

Wordcount: 592 Time to read: 4 minutes

Everybody loves the change they do unto others. Nobody likes the change others do unto them. Learn how to flip that script and make change a welcome guest in your organization.

Wordcount: 563 Time to read: 3½ minutes