Category Astonishing Service

# 1 factor in millennial job selection December 15, 2021 Affective Leadership, Association Insights, Astonishing Service, Emotional Intelligence, Peer Powered Performance, Positive Deviance, Spirit at Work No comments

People and culture fit are the #1 factors in choosing what company to work for according to a survey of 15,000 Millennials reported in How Companies Can Attract the Best College Talent by Sanjeev Agrawal. The View From Behind the Workplace Flexibility Curve echoed that sentiment with the admonition that culture includes the ability to work when and where they are most productive.

If Millennials can’t find flexibility in your workplace
they will find it or build it themselves.

Allow employe...

WITHOUT TROUBLE THERE IS NO TRIUMPH. December 15, 2021 Affective Leadership, Astonishing Service, Emotional Intelligence No comments

Nobody wishes for disaster but it is often only at those times when you find out what people are really like. I have a half a dozen hilarious stories about Southwest Airlines each the result of some unexpected mishap.

When I went to work for the Coeur d’Alene Resort developing their new employee Service Camp™. We were a brand new $60 Million hotel in a town of just 25,000 people who most people never heard about and certainly couldn’t spell...

The Real Cost of Leadership Lost December 15, 2021 Affective Leadership, Association Insights, Astonishing Service, Customer Service, Emotional Intelligence, Green Solutions, Peer Powered Performance No comments

There have been a gazillion articles, studies, examples and illustrations but none seem to so succinctly cover a few of the more poignant priorities. If I am to honestly take stock of my twenty plus years as a manager I was, based on today’s standards, particularly pathetic. That is not to say that I was all that sharp at the time but my point is that we live in an entirely different culture...

The Most Dangerous Storms December 15, 2021 Affective Leadership, Astonishing Service, Customer Service, Emotional Intelligence, Training

Despite all that I have done to learn the skills to improve my “Emotional Intelligence” my primitive chemistry doesn’t always want to stay in the cage where it belongs. This is true for all of us to some extent and is part of our evolution as a species. The limbic system which floods our bodies with Cortisol when confronted with a perceived threat responds in two hundredths of a second, while our thinking prefrontal cortex may take as long as two full seconds to respond.

If we are bein...