We’re fortunate to have a great neighborhood pharmacy where we live. A place where they know you by name, greet you with a friendly smile, and make you feel at home. Last week, I needed to pick up a medication, and because it was a beautiful day, decided to take the...
“Great job!” “Thank you! You really wowed that customer! “Congratulations! You took all of the coaching and applied it! If you’ve followed this series you’ll recall that we began with the premise that sometimes things go wrong. There’s no escaping that. What really...
Getting back on the horse after you’ve been thrown off. It sounds easier than it is. Growing up in a farm community, I literally know what this feels like. We lived outside the city limits and had horses in the back yard. I know what it’s like to get thrown off a...
When things go wrong, the most challenging and the most beneficial actions are to make things right and to understand why things went wrong. Check out Parts 1 and 2 for a review. A true leader also helps her team correct course and provides the necessary training to...
In life and in business, things will go wrong. Period. What you do to right the ship is what counts. In Part 1, we reviewed the key steps to take immediately following a breakdown. Today, we look at what a true leader does to help his team recover. First – reiterate...
Sometimes things go wrong. It’s that simple. It may not be as dramatic as dumping a drink on a patron, but if you’re in business, there will be times when you fail to deliver the promise of your brand the first time out. To me, this is the true test of a brand. What...
