From Manager to Leader

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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