Successful Delegation

“Surround yourself with the best people you can find, delegate authority, and don’t interfere as long as the policy you’ve decided upon is being carried out.” – Ronald Reagan Delegation is many times fraught with difficulty. Last month I talked about “releasing” control to your most trusted and dependable subordinates in order to move your departments […]

Leading… Instead of Controlling

  “A leader is best when people barely know he exists, not so good when people obey and acclaim him, worse when they despise him. But of a good leader who talks little when his work is done, his aim fulfilled, they will say: we did it ourselves.” – Lao Tzu – Chinese Philosopher 600 […]

React or Respond?

“Bad news never had good timing.” – John Mayer Everyone that operates a company understands that mistakes are costly. This is why we invest so much time and effort in setting standards, drafting SOP’s, and creating a system of “backstops” that are designed to detect errors quickly. Early detection many times gives us the opportunity to make […]

The Voice of the Employee

“The ability to listen, and the willingness to stick your neck out and ask the obvious question, are criminally under-rated business essentials.  Sir Richard Branson Last month we discussed the importance of listening to our customers in ways that were active and purposeful.  The importance of listening “to understand” instead of listening “to reply” cannot […]

The voice of the Customer

“When people talk, listen completely. Most people never listen.” Ernest Hemingway (1899-1961)   Listening is a developed skill.  Rarely have I seen any truly successful person who did not have to work to cultivate the ability to listen completely. The biggest obstacle to good listening is actually accepting the notion that listening requires the listener […]