Busting Service Silos

We often meet with teams that say they are fairly effective at teamwork. But when we study their relationship with other departments and organizations, things start to fall apart. The result is that we often find silos that create gaps in creating a solid, consistent, customer experience. In our book, Lead With Your Customer, we … Read more

Nordstrom: The Shoe Fits When It Comes To Great Service

Many people know Nordstrom as being one of the best customer-savvy deliverers in the country. And many of those same people have become loyal customers themselves. But because of their very modest corporate culture, few really know what has made this small shoe store become such a major retailer. When we benchmark Nordstrom in our … Read more

Celebrating the Influence of Stephen R. Covey

I remember seeing Stephen R. Covey for the first time. It was in the atrium of the newly opened Tanner building at Brigham Young University. I was an undergraduate in search of more than a degree–I was looking for a future career. This was a couple of years before Covey’s infamous Seven Habits of Highly … Read more

Working With Multiple Supervisors

Many organizations have seven-day operations, and while their customers may visit only during operating hours, it still acts as a 24-hour operation in preparing for those customers. No one can be at work all the time. It’s necessary to have multiple supervisors within the same department. But with that arrangement comes several problems: Relationships. You … Read more

Listening Generously

Engaging your employees requires providing developmental feedback. One can’t offer that feedback unless one has good listening skills. People often talk about the first two, but I emphasize the third level, which helps people feel like they have been heard and understood. Let’s review all: Level I: Passive Listening. This is simply not talking while … Read more

When The Dust Settles–Delta Airlines Emerges

It’s a natural inclination with any organization to “hunker down” as the winds of a major economic turndown overwhelms everyone throughout the country. But world-class organizations manage to forge on in such a way that when the dust settles, they emerge ready to take advantage of the turnaround. Well, the dust has settled, and as … Read more