Management · Organizational Culture

I Hire People For Two Reasons

“I hire people for two reasons — and this is true– I hire people if they’re enthusiastic and if they’re nice. And to me nothing else matters… If they have those two things, we can teach ’em.” –Bobby Flay, at Learning2007 Conference. From: http://www.learning2008.com/Learning-2008-content/voices.htm More Goodies: The Bobby Flay video More Audio/Video from Learning2007

Coaching · Effectiveness · Leadership · Management

Five Questions that will improve your effectiveness

I recently stumbled across a wonderful little book called Leadership Simple: Leading People to Lead Themselves, by Steve and Jill Morris. It’s based on Dr. William Glasser’s “Choice Theory” (which suggests, among other things, that the only person whose behavior we control is our own) and Glasser’s “Reality Therapy” (which suggests that we choose our… Continue reading Five Questions that will improve your effectiveness

Customer Experience · Customer Service · Management · Organizational Culture

Dump the rules

Maybe it was the new moon on the 29th, but at the same time I was writing about Nordstrom’s one-rule employee handbook, Sophie Brookover was eloquently expressing her frustration with all the rules and red tape that libraries inflict on their customers. (see: Pop Goes the Library: Red Tape = Patron Kryptonite) In Robert Spector’s… Continue reading Dump the rules