As an employee, Doug currently provides monthly services for his employer’s largest client. Recently, this client hired a separate division of Doug’s employer to develop systems to replace the work Doug does by automating it. Unfortunately, the other division never sought out Doug’s advice. The lack of communication within their own company frustrated their client and caused dissatisfaction. In Mark ...
According to an Association of Psychological Science article, there are three critical elements in an apology when customers are wronged. The second element is an explanation why the problem occurred. Kathy and I went to a new restaurant. The tables were covered in dishes and no one seated us. We considered leaving when the owner came over and apologized. He ...
Mary was new within the audit department, but she made it clear that she believed she should be in charge. Our boss had served faithfully for years in running the department, but Mary was determined to force him out. Mary began a very aggressive smear campaign against our boss. She spread multiple lies, and even had the gall to call ...
Years ago, I introduced Dennis to Craig, a business owner who was looking for funding. Since I didn’t know Craig well, I warned Dennis to carefully vet this opportunity. At the first meeting Dennis told Craig, “I’m willing to consider investing in your business, but I hate liars. If you ever lie, we are done that instant.” A month later ...
Karyn Twaronite’s research on workplace community discovered that 39% of respondents feel the greatest sense of workplace belonging when their colleagues check-in with them periodically. Her Harvard Business Review article provides practical tips on checking-in with colleagues effectively. One tip was to seize the small opportunities to connect. A simple, “How are you doing?” can start conversations and a connection ...
Awhile back, I had a concern to address with another ministry leader. I sent him an email and requested a response. After no response, I began imagining all kinds of reasons why this person had not responded. I foolishly sent off another email and unloaded my frustrations, marking the email as urgent. This ministry leader called and apologized for not ...
In a Harvard Business Review article, Deborah Grayson Riegel writes about how to correct leadership mistakes in a healthy manner. Riegel encourages us to take three steps. The second step is “address what you need to do right now.” If you don’t identify what needs to be done to fix your mistake, your apology will seem meaningless. I once neglected ...
My wife, Kathy, often processes her thoughts verbally. When we were first married, Kathy would get excited about something she wanted to buy and talk as if she was going to take action that instant! As the one managing the budget, this caused great anxiety for me until I finally realized that Kathy was only thinking out loud. In business, ...
Over the years we’ve hired dozens of speakers for our events. In addition, my wife, Kathy, is now also hiring speakers for our UB Women Gatherings. We’ve noticed that it has become more important to check out the beliefs of those who label themselves as Christians. The word Christian has morphed to mean many different things to different people. In ...
This week we’re discussing Carmen Gallo’s three recommendations for developing a pitch for your organization as discussed in the Harvard Business Review. Gallo’s second tip is, “Identify one idea you want your audience to remember.” Gallo recommends that you focus on a need of your customer and focus your one idea around that need. For instance, when Apple launched their ...
Equipping Others to Do Work Differently
