Quotes of the week – October 21st

“Worse than being blind would be to be able to see but not have any vision.”   Helen Keller   “That’s why my advice has always been to “think positive” and find fuel in any failure.  Sometimes failure actually just gets you closer to where you want to be.  If I’m trying to fix a car, every time I try something that doesn’t work, I’m getting closer to finding the answer.  The greatest inventions in the world had hundreds of failures before the answers were found.”   Michael Jordan – I Can’t Accept Not...

Check this out! Bruce’s Latest Article – “It All Impacts – Just be Nice…” published by Training Magazine!

Our planning session was occurring and there he was.  A Hilton employee quietly entered with copies in his hand.  He was the red headed front desk guy who told me he would make copies.  My plan was during the break to go and pick them up, and then there he was.  Bright, cheerful, and bringing added value.  That put him and the San Diego Hilton Garden Mission Valley on the fast track to be my favorite hotel.  He was nice. The taxi was green…it stands out in my memory as green is my favorite color.  He was early for my six o’clock departure and efficient as the bag ended up in the trunk.  I made a call and then we talked.  He was very much a perfect cab driver.  Car was clean and a Prius.  As I exited at the airport, he fist bumped me, gave me his card, and told me to call when needed.  I will.  He was nice. Read...

Quotes of the week – September 23rd

“You’ll have trouble creating a new culture if you insist on doing it in ways that are consistent with the old one.”   Price Pritchett & Ron Pound   “Unless you view obstacles and problems as opportunities to forward you work, you can seriously limit your effectiveness.”   Bruce...

Quotes for the week of August 21st

“Customer satisfaction is first and foremost a state of mind and action…an every minute of every day obsession.” Charles M. Cawley – former President of MBNA America, Inc.   “You cannot solve problems with the same kind of thinking that you used to create them.” Albert...

BOOKS AS COMPOST

As I used to be an organic farmer, I appreciate how compost works. Take it fresh from the horse and let it lie and develop in what is referred to as a compost pile. After a year, put that compost stuff on the seeds and baby plants. Behold how it allows the veggies and fruits to mightily grow and develop. You then get to eat the succulent tomatoes and cucumbers – yum. Books in organizations get good things to happen. Over the years of coaching and annoying companies, it has become clear to this baldy that books have the power to change. Reading specific and special books in organizations is conducive to creating and causing organizational development. When a management group reads the same book, it is like they now have a common language and have had a common experience. What does that get you? For one thing, it gets executives of the company on the same page when talking about a topic. There is, after everyone reading the same book, a common vocabulary. Group reading allows for an understanding and the acceptance of new ideas. Even when the Leadership team does not agree on the ideas of the book or how those notions should be implemented, the executive team now has parameters from which to debate and explore the issues. I have seen business teams put together really terrific customer service programs after reading Raving Fans by Ken Blanchard. Heck, after reading that book I have seen teams for the very first time have the notion that having raving fan customers could be a very good thing. Before...

God is on her Advisory Board

At times there is a need for divine intervention. This was one of those times. We business people, aka her volunteer advisors, are all sitting in the small conference room. The office has stunning paintings and fine art attached to the walls. Other than that, it is a dowdy and fairly unremarkable office space. She is in her sixties and always looks like the perfect business women. Patricia is dressed to the nines and short. Well known in the community, a respected icon for entrepreneurial women. She is a successful business owner. Patricia begins to tell us about her other company. Yes, there is another company in every sense of the word; for the past 10 years, this company has never made money. In fact since inception, it has never made money. The company employed her only two sons. Juicy. This is the company that clearly has captured Patricia’s heart and ego. It is the company for her of possibility just not profitability. The company in which the other more profitable sister company always helped because it was profitable. That is until this year. This year was the year that the always had been profitable company was not. It had its own problems and the red ink was flowing…crisis time. “Not so fast”, Patricia cried. She was confident, this CEO was. There were plans in the air and schemes to be hatched. There is always an angle to be played around Patricia. She thought that she could pull it all off – though clearly she was stressed. Her complaint was being up at night and not sleeping. This was...