What do you look for when you hire leaders?

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What do you look for when you hire a leader to work in your organization? It seems like every person you ask, may give you slightly a different answer. When I ask this question to business executives and CEOs, most of them draw upon their own personal experiences of what makes a great leader. Rarely, do they go to the company vision and values of what their culture is all about. Continue reading

What customers taught me about customer service?

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Customers can be your most valuable training resource. If you pay attention and listen closely, you will learn what matters to them. Paul was checking in to the hotel very late and asked where he can get a nice cold Dr. Pepper Soda? Since the restaurant was closed at that time, the staff suggested the gift shop. The customer came back and said that he prefers the can soda instead of the plastic bottle they have stocked in the gift shop. Continue reading

Casting a compelling vision-The key to building your customer service brand!

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Casting vision is one of my favorite things to do as a leader.  As we sat down and articulated our goals for the New Year, we needed to think about a compelling vision for 2015. Great leaders cast a vision for their organization. Whether you are leading a department or a big division in your business, your employees want to know where they are heading and why they should follow your vision as a leader. Continue reading

Three Questions to know if you are ready to lead!

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When I began to move up the ranks in the hotel business, I got into a management position in my mid-twenties. I have to admit that part of me was not ready for leadership. From a technical skill and industry know how, I was ready to take on more responsibilities but as I reflect on it today, leading people was still a new concept for me. Continue reading