Managers and leaders may say they are interested in knowing their team’s motivation or interests, but sometimes do not deliver any behavior that supports that knowledge.  In other words, they say they care, but really don’t. Disingenuous \ˌdis-in-ˈjen-yə-wəs, -yü-əs-\ : not truly honest or sincere : giving the false appearance of being honest or sincere  (Merriam-Webster Dictionary […]

As I sat with a store manager discussing how to ensure a team is executing customer experience expectations, she offered up at a rather nondescript comment “I just want my team to have fun”.  Wait.  Fun.  What do you mean by fun?  What is “fun”? This is not a trick or me trying to be […]

Recently, while sitting with a friend, our conversation turned to gardening.  All manner of plants.  Flowers, bushes, trees and veges. We shared what has been planted and doing well.  And not so well.  At one point, I mentioned the garden looks better this year in certain areas.  The reason, I contended, was one must be […]

In the previous post, we asked the question, how do we get Skippy, Todd and Mary to “do” the campaign every day with every customer?  The campaign was hypothetically increasing the closing ratio 10 percent.  To be fair, it can be anything, any goal or endeavor of a company. The contention was made to start […]

Recently, I have been engaged with a client on a campaign.  A campaign to affect specific business metrics.  As we become fully involved in the process, two things have come into view.  One, culture.  Is the culture in the right place to support this goal?  I know the definition of company culture can be broad […]

Ever had something seemingly important to say to a group and wondered if they were paying attention?  All those faces in a sea of possibility.  An audience consisting of such a diversity of different personalities, communication preferences, and learning styles. What are they really like?  Well, what about these audience types?  (By the way, these […]