Walk Like a Dancer…As If
If you’ve had a tough day, can you act “as if” you haven’t? If you have a heavy load to carry, can you walk like a dancer? Keep reading to…
VU Resources
My Favorite Question
Good leaders today don’t need to have all the answers, but they do need to have some darn insightful questions. I have file folders full of questions that I have…
Create Value with “Feel Goods”
Given their options, most sane human beings would choose to do business with someone who is pleasant, courteous, warm, friendly, hospitable and dare I say, fun. Yes, of course it’s…
Anemic Fish
Are your people laughing, smiling, and leaning into each other when they talk? Do they make eye contact and enthusiastically engage each other in discussion? Are they expressive, energetic? Do…
Are You Fishing or Are You Hunting?
Do you hunt or do you fish? Fishing for opportunities to create value may no longer be enough. Take charge of looking for ways that your company can be outstanding.
8 Ways That Loyalty Pays
The customer experience makes or breaks customer loyalty. With so many choices today, it’s the quality of the experience — how you repeatedly make your customers feel at each and…
9 Ways to Keep Employees Engaged
Are your employees engaged in their work, or are they estranged from your agency’s mission and their role in making it happen? Mounting evidence suggests that the more engaged employees…
Jumping Out of Airplanes
Steven Slater became a folk hero overnight when he jumped ship on his airline attendant job and career by popping open the emergency exit slide on his JetBlue plane, grabbing…
April Fool or FUN?
When I looked at my calendar today to leave my daily voicemail message, I realized it’s almost “April Fool’s Day” and I remembered an email message I had sent a…
What Goes Around
How often are you taking the pulse on your customer relationships? Could you be using the time to really understand your customer’s needs and what they value? How might you…
