Author: Scott Whiteford (Scott Whiteford)

Steps for Strong PIPs (Performance Improvement Plans)
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Steps for Strong PIPs (Performance Improvement Plans)

When the need for a performance improvement plan (PIP) arises, it is important to look at the underlying factors. The root-cause of the situation may not be as easy as “performance.” Instead, it may begin at the onset of the individual’s tenure. Three basic steps exist to a strong performance improvement plan: Has the team...

The Key to Outstanding Customer Service
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The Key to Outstanding Customer Service

Ask leaders about what issues concern them most, and “customer service” is routinely among the top two or three items they mention — regardless of industry. Such a top priority among leaders should lead to superb customer service scores, right? Of course, it is not. Invariably, we run into situations where we receive bad service....

“What Do Talent and Pizza Have in Common?”
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“What Do Talent and Pizza Have in Common?”

When coaching leaders, I often begin our first meeting by asking this question. Actually, it is my second question. My first question is, “What three words would you use to describe a great leader?” As I wrote in my article, “Sociology of Leadership,” over 99 percent of responses focused on talents; whereas, less than one...

The “Bill Walsh Model” to Your Leadership Legacy
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The “Bill Walsh Model” to Your Leadership Legacy

What is your leadership legacy? How will you define it? How can it have a long-lasting impact? Many leaders think of their leadership legacy in terms of accomplishments. And, perhaps, how long these accomplishments are remembered or how long these accomplishments — in terms of process implementations or growth of an organization — exist. But...