19
Jun

A store told me they don’t want my business! HuH?!

To be fair, the store didn’t directly tell me that my money wasn’t wanted, but their actions certainly made me feel that way. Here is the situation: It’s the week before Father’s Day. I’m looking for gifts, buying cards, and then….I notice the lonely music store in the mall. Is the store really lonely? Perhaps not. But when I looked …
12
Jun

Jeff’s GuyShop IS Customer Service!

I have to be honest. I’m not always fond of retail customer service reps. I say this even though I have worked MANY retail jobs over the years. One job WAY BACK (when I was in high school) was as a clothing sales person – and I thought the job was great. I got a decent discount on clothes, my paycheck paid for gallons of 80’s hairspray, and …
05
Jun

Heellooo! Is anyone listening to me???

Not being heard can be frustrating, angering, and sometimes it can be downright depressing. On the other hand, being someone who doesn’t listen effectively, can have devastating results on work and personal relationships. How do we improve this situation? The problem is that we have encountered SO MANY solutions, tips, suggestions, and examples of …
22
May

I ordered a Double Double, and I received an Experience

I was in a bad mood. My infant son was sick, I wasn’t feeling well, and I was trying to juggle the regular day-to-day activities (work and personal). I decided to go through the Tim Hortons drive-thru for some salvation…a double double, hot coffee hug. Little did I know, I was going to receive more than my usual customer service experience. I admit …
20
May

Two Stories About Meat And Organizational Change

Leadership lessons often come from some of the strangest places. There are two stories about meat that stand out in my mind as helpful when working on organizational change or trying to build innovation capacity in your organization. The first is a story told in Creating Magic by Lee Cockerell, who ran Walt Disney World Resort operations for many …
05
May

ROWE, Culture, HR Tech Apps with OfficeVibe

I was honoured to be interviewed by Jacob Shriar from OfficeVibe a couple of weeks ago, as part of their Culture Talks series. Jacob asked me some great questions about the future of work, culture, and my favourite HR Tech apps. Of course, before long, I was discussing Results-Only Work Environment, the Blueprint for Workplace Reinvention, and innovative …
27
Feb

Clues your culture is rewarding the wrong behaviour

Cadillac just released a new ad. I hate to think that it might sell more Cadillacs. It glorifies the extremely driven, lack of balance, materialistic lifestyle of North America. It basically says “work through your vacation so you can buy a Cadillac.” You can see the ad at the bottom of this post. The Cadillac ad made me think of corporate …