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...
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....
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...
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...
