A while back, I was working with our customer experience team – they were in the weeds. Response times were going the wrong way probably because the team was working with a new software rollout...
It’s easy to get caught up in the daily whirlwind—emails, calls, texts, and unexpected requests constantly demand attention. As a leader, you naturally feel an obligation to respond, and as a...
I once knew a leader who had a knack for making numbers feel real. He didn’t just talk about waste; he made people hear it—literally. One day, he set out to help his team understand the true cost of...
Not too long ago, I worked under a leader who believed that blaming and shaming were effective ways to motivate people. Whenever an error occurred, his immediate response was designed to make you...
Have you ever given direction to your team, only to be met with silence, resistance, or half-hearted compliance? It’s frustrating. You see the value in the decision—why don’t they? But before you...
Early in my career, I was responsible for teaching frontline supervisors how to problem-solve and generate ideas for improvement in their work areas. At many of the companies I worked with,...
Years ago, I had the privilege of working at a company with a well-earned reputation for how it treated its people. At the time, I was the Director of Organizational Development and Learning, and I...
When we think about communication in organizations, I’d argue it’s one of the least well-executed functions—yet one of the most critical for employee engagement and productivity. The challenge isn’t...
I’m sure I’m not alone in believing that momentum is critically important to the success (or failure) of an agency. But it’s not just about momentum—it’s about the direction that momentum is taking...
Morning huddles have long been a staple of effective team operations. Popularized by frameworks like The Rockefeller Habits, these quick daily gatherings help teams align on priorities and set the...
When I first thought about starting a professional services business, I had this idea in my head that it was going to be one of the simplest types of businesses to run. No factories, no massive...
One of my favorite stories about simplifying work comes from my time at GHSP, where Jerry Scott was CEO. It was a period of rapid growth for the company, and keeping up with the opportunities before...