Servant Leadership - A Better Org Chart

Servant Leadership: Breakthrough Ideas on Customer Service

The traditional org chart is all wrong. It puts the people that work directly with your customer at the lowest position on the pyramid. This makes the customer the least important person in the picture. Servant Leadership will flip that pyramid. What if your leaders saw their primary mission as support for those closest to the customer? What kind of difference would that have on customer loyalty and satisfaction?
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“Remember, Scrooge, Time is Short …

... and suddenly you're not there any more." - The Ghost of Christmas Present, enjoying a memento mori moment A repeating theme in my feed reader has been the drive to "work different"; clunky grammar aside, we need to change the way we communicate and collaborate, increase our focus on innovation, and spend less time in pointless meetings. On that latter point, I read this article on my latest flight; Mankins talks about the galling amount of time spent in…

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Opportunity within End-Of-Year Performance Reviews

I'm working this holiday week to get the majority of the written work completed for my 2013 Performance Reviews; I realize it's something that folks do not enjoy doing, but I see it as an incredibly important effort. I like to think my organization and I are doing a fairly good job of communicating on a regular basis, but the structure and the formality of the annual Review process ensures that we are "on the same page" regarding the critical…

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Where does Innovation come from?

Like most organizations, we are talking a lot internally about Innovation - the Great Ideas that will transform the company and deliver top-line revenue and high-value earnings growth. The trick, of course, if figuring out how to make that Innovation happen - as if you could plan it out in advance, on schedule to make your quarter-end. It's not that easy - but then again, maybe it's not that hard. Check out this video from Steven Johnson - another terrific…

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