How To Build A Legendary Organization

How To Build A Legendary Organization

This is my birthplace in Brunswick, GA. My wife and I located it this weekend while vacationing on Jekyll Island nearby. I lived in this house for the first three years of my life when my parents worked at the nearby shipyard building warships for World War II. My dad...
Customer Service Leadership: Zelensky Style

Customer Service Leadership: Zelensky Style

The world has marveled at the conviction, clarity, and charisma of Ukraine president Volodymyr Zelensky. He has demonstrated many of the virtues of a true servant leader. He clearly understands his role. “I am the CEO of a country,” he said, “elected...
“I Need Ammunition, Not a Ride”

“I Need Ammunition, Not a Ride”

There are many one-liners that will come out the Russian invasion of Ukraine. But the most instructive line for leaders is the response President Volodymyr Zelenskyy made when offered a way to safely exit his country during the Russian siege on the capital city of...
Happy Wild DaisIes Day

Happy Wild DaisIes Day

The photo you see is a group of daisies on the side of my backyard.  They are getting ready to celebrate Independence Day. While we traditionally wave Old Glory on this day, I want to wave wild daisies. Notice how they are all standing tall and proud—an appropriate...
Leadership—Unwrapped and Unadorned

Leadership—Unwrapped and Unadorned

The true story is a part of the Southwest Airlines folklore—stories you would retell around the corporate campfire. A customer repeatedly wrote a complaining letter after each of Southwest’s flights. She complained that Southwest did not have first-class, that they...