Stop Taking Notes for Your Team
Flip who takes meeting notes and watch accountability shift. Most managers own this wrong. Here’s why the employee should be writing, not you.
Stop Taking Notes for Your Team Read More »
Leadership
Your Calendar Is the Problem, Not Your Employee
Most managers blame performance when the real issue is structure. If your employee doesn’t know their priorities today, that’s a calendar problem
Your Calendar Is the Problem, Not Your Employee Read More »
I Went for a Haircut. Got Into a Leadership Conversation
A chance conversation at my barber in Oakville turned into a real talk about managing people. Here’s how it started — and what I told him
I Went for a Haircut. Got Into a Leadership Conversation Read More »
What 19 Years of Support Leadership Actually Taught Me
I started writing about customer experience in 2007. I was managing a helpdesk in London, working longer hours than I should have, and trying to make sense of what I was learning on the job. I wrote to think. I published because I figured if I was confused about something, someone else probably was too.
What 19 Years of Support Leadership Actually Taught Me Read More »
The Mantra of Exceptional Service: Lessons from the Front Line
Discover the essence of exceptional service from someone that has lived on the front lines for years. Understand what works and what doesn’t from an expert in customer success, leadership, and operational excellence.
The Mantra of Exceptional Service: Lessons from the Front Line Read More »
Level Up Your Career: Why Continuous Learning Is Your Secret Weapon for the New Year
As we kick off the New Year (can you believe its 2025?!), many of us are setting our sights on new goals and aspirations. While the usual resolutions like hitting the gym and eating healthier are essential, I want to champion a resolution that can truly transform your career: continuous learning. This year, I decided
Level Up Your Career: Why Continuous Learning Is Your Secret Weapon for the New Year Read More »
The Six Secrets of High Performing Leaders
Business is becoming more and more complex with times. It is survival of the fittest. Interestingly, opportunities are increasing. It is the dynamic way of business that is making it very complex. Business needs a leader to flourish. Some businesses have everything it takes to flourish but lacks the leadership to lead the way. Leadership
The Six Secrets of High Performing Leaders Read More »
The Nine Strategies of an Effective Leader
You wake up in the morning against the rising yellow sun in the yellow acacia dotted plains somewhere in Maasai Mara, Kenya. The little cubs are staring at you. You just had a good sleep but are still tired. You’re not particularly hungry, but you must lead the hunt anyway. You’re the fastest lioness in
The Nine Strategies of an Effective Leader Read More »
How Leadership and Management Differ
We always have considered leadership and management to be similar things – most people can’t even tell the difference. To them, a leader is a manager, and a manager is a leader hence leadership is management. Practically, we are not far from the truth. Leadership and management are two concepts with quite a range of
How Leadership and Management Differ Read More »