Leadership Skills

Steve’s Memes: Winners Always Find a Way






Today’s Lesson: Find the time or find something new to do with your life.   If your people don’t have enough time to provide your current customers with a great experience, don’t worry; pretty soon you’ll have fewer customers. TODAY’S LESSON: Any loser can find excuses; winners find ways to make it happen.  






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Steve’s Memes: Courtesy Costs You Nothing






Today’s Lesson: To a coworker or a subordinate, the little things often matter most.   While most managers can survive just fine without ever hearing “please” and “thank you,” subordinates often cannot. If you’re not accustomed to regularly using “please,” “thank you,” and “you’re welcome,” I suggest overusing these 3 for just a week. You(…)






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Steve’s Memes: Those Closest To The Customer Have The Answers






Today’s Lesson: Go ask those on the front lines.   There’s a reason large retailers with multiple locations continue to struggle with customer service. Hint: You cannot solve this with another meeting in the corporate office. TODAY’S LESSON: Those closest to the customer have all the answers; and they’re just waiting for someone to care enough(…)






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Steve’s Memes: Crap Rolls Down Hill






Today’s Lesson: If your team hates your company, they’ll hate your customers.   Years ago, I wholesaled products to a miserable company that was universally hated by customers and vendors alike. I didn’t understand why until I watched a miserable regional VP berate a miserable store manager in front of his miserable subordinates. As soon as the miserable VP(…)






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Steve’s Memes: Stop Talking; Start Doing






Today’s Lesson: Talk is cheap. Perhaps you should actually accomplish a thing or two before you clock out today.   Do people in your company get hung up on words instead of deeds and actions? TODAY’S LESSON: Instead of telling everyone how you’re going to succeed, it’s better to actually succeed and then explain to those that care how you(…)






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Steve’s Memes: Manage the Activities






Today’s Lesson: Focusing only on results ensures your team will shortcut your processes   If you live in a process-driven culture, you don’t need to focus so much attention on the end product or even the bottom line. TODAY’S LESSON: Manage the activities and the results will come.  






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Steve’s Memes: Your Online Reputation






  Today’s Lesson: Just stop being a rat bastard…   Why are you spending thousands to “fix” your online reputation when you’re unwilling to change for free offline? TODAY’S LESSON: You cannot be a Saint online if you’re a rat bastard offline. Consumers aren’t that dumb.






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Steve’s Memes: Real Customer Service






Today’s Lesson: Great Customer Service Means Never Having To Say You’re Sorry   Some managers are experts at “customer service” … they love putting out fires. Today’s Lesson: Real customer service is never having fires in the first place.  






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Steve’s Memes: Inspect What You Expect?






Today’s Lesson: Stop Tolerating Mediocrity   “Inspect What You Expect” is a true, but wholly worthless adage. Why? Because bad leaders are the ones who most need to heed this advice; yet bad leaders NEVER INSPECT ANYTHING! (No matter how many motivational posters you have hanging around to remind them.) TODAY’S LESSON: Your team will(…)






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Steve’s Memes: Are Your Teams Too Busy To Improve?






Today’s Lesson: If you’re not innovating, you’re obsolescing   All successful, enduring companies have one thing in common: Innovation. (Simply put, they strive for Continuous Improvement.) TODAY’S LESSON: If your teams are too busy to improve, it’s time to find new leaders for those teams.  






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