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...
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...
Putting the Pandemic into Perspective

Putting the Pandemic into Perspective

Guest post by John Baldoni. No one wants to relive 2020. It was a year of pandemic, racial strife, economic crisis and climate catastrophes. This year, 2021 promises to be better; people are being vaccinated, jobs are returning, and a degree of congregant life is...
Excelling without Yelling

Excelling without Yelling

Guest post from Mike Horne. Sam was at it again with Brian, long-term colleagues, this time in a meeting with 70 others. The exchange between Sam and Brain was familiar to many and always disturbing and disruptive. Sam said, “You’re stupid if you think that will...