The Tribulations of Travel: Whatever Happened to Customer Service? (Part 2)

I love to travel. Last week, I discussed how I’ve reframed my thinking when traveling. Because of a hip and knee replacement, I’m obligated to have much more patience with TSA and security personnel. I previously struggled with the notion of “forced compliance”, but I’ve reached a point where I don’t allow it to impact me. My goal is still the same: Because I love to travel, I need to

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The Tribulations of Travel: Whatever Happened to Customer Service? (Part 1)

My wife, Reka, and I are extremely fortunate to be living the lives we do. We’ve established travel as one of our top priorities and we wholeheartedly embrace it. So, for the sake of this blog series, I fully understand that experiencing frustrations as outlined below is very much a “first-world problem”.   On a recent backpacking trip to Italy, we experienced a challenging 36 hours of travel. Though the

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lake scene

You Need a Clarity Break

Clarity breaks give your brain the space, and time, to work on higher-level concerns.  Our subconscious mind is an unbelievably powerful, fantastic tool, but we don’t really understand and utilize it as well as we could or should. It is my belief that our subconscious is always processing challenges and whatever other issues we’re dealing with. If we can give ourselves a little bit of time offsite and out of

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Millennials are the Hardest Working of all Generations

Yep. You read that correctly. I’m an old guy, and I believe that millennials just may be one of the smartest and hardest working generations. But, to ignite their work ethic, it’s crucial to get their buy in and to be clear about the “why”. As a certified old guy (I turned 50 last year), I can now say things like, “Those damn kids” and “When I was a kid,

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Millennials and Abundance

As people from the middle-aged (yes, my) generation, we are the bridge between today’s seniors, the baby boomers and millennials. The seniors have seen war and carry the baggage inherited from their parents. Seniors of today had parents who were directly impacted by World Wars, the Great Depression, occasional famine, and disease. Today’s millennials, on the other hand, have lived in a time of amazing abundance. Violence, poverty, hunger, and

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Peer Group

Why Virtual Peer Accountability Groups Work

Virtual peer group coaching works. We have been running a beta test for almost 18 months with peer-based accountability groups, Pro-circles. These groups consist of up to seven participants, a facilitator/coach and in some cases, a scribe. These meetings are run through a cloud-based video conference solution and range from industry specific, general, mid-level management training to internal management training. These tests have ranged from 30 minutes once a week

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The Lens of Life: Adjusting Your Focus to a Positive

“It has long been an axiom of mine that the little things are infinitely the most important.” – Arthur Conan Doyle A three-year-old girl sat in the middle of the trail trying to put on her shoe. She was making a very determined face and was, undoubtedly, going to get it done. A man with a wide, toothy smile began walking in my direction. He was wearing traditional Karen dress

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3 Tips for 90-Day Accountability

“It is not only for what we do that we are held responsible, but also for what we do not do.” – John Baptiste Molière Steven Covey suggests that as human beings, we’re pretty good at staying focused for about 90 days before we “squirrel” out and go chase other shiny objects. I would agree if, and only if, we have some form of weekly Touch Point to remind us

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4 Ways to Create Great Metrics

“What gets measured gets done.” – Peter Drucker Key performance indicators, dashboards, weekly numbers, or scorecards…whatever you call them, tracking weekly performance metrics will have a positive impact on the outcome. When leaders are looking to track numbers, they often go to where the numbers are: the accountant and the sales staff. While these are important, and you’ll likely have a few weekly numbers from these sources, a great leadership

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conflict avoidance

How to Squash Conflict Avoidance, Part II

“Dialogue is the most effective way of resolving conflict.” – Tenzin Gyatso, The 14th Dalai Lama   Last week’s blog introduced the idea of conflict avoidance. This week, we will provide a few simple ideas on how to avoid it. For the record, I no longer participate in the activities I mentioned last week (worry, complain, enlist others to “fact find”, etc.). I’ve come to fully embrace the concept that

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