Courageous Leadership

Why Can’t Banks Be More Like Chipotle?

Okay, okay. So I should have had more for breakfast. But I had that thing to do! Then that other thing came up. Then that person stopped me with a “quick” question. Then I had to catch a plane. By the time I landed, I was seeing stars. I needed lunch, stat. With another meeting…

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10 Ways to Get Down to Business This Summer

The official first day of summer is right around the corner. The pools are open. The barbecues have begun. People are in the shopping mood. The sun is shining and the air is full of possibilities for your business. Here’s how you can make the most of them. 1. Go Rogue – I know you…

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One Thing Business Owners Can Learn From Dogs

My editor used to have a wonderful black lab named Sophie. As dog owners (and parents) are wont to do, Nancy sometimes shares stories of Sophie’s upbringing as a way of clarifying a particular customer service point I’m trying to make. (It’s usually amusing so I let her get away with it.) In one such…

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It’s Not How You Say It. It’s What You Say.

Recently I shot some training videos for KeyBank’s “Leading The Key Difference” initiative. I shot them with Bill Koehler, Key Community Bank’s soft-spoken CEO. Now, if you know me, you know that I’m an extrovert. EX! TRO! VERT! In fact, I make extroversion an extreme sport. But not Bill. This man is quiet. Contemplative. Calm.…

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That conversation we never got to finish

What was my recent “reward” for reaching the One Million Mile mark with United Airlines? A paper certificate. What? You thought you’d be showered with appreciation and presented with a golden frequent flyer card? Hahaha (evil laughter). Nope. That was that George Clooney movie you saw. In real life, you just get a paper certificate.…

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