customer

Vision Provides Both Power and Focus

To get a rocket to lift off, you need to have a combination of both incredible power and precise focus. Leaving the atmosphere requires that you have an enormous amount of thrust, but that thrust has to be channeled in … Read more

What Is Good Culture and Why Is It Important?

I attended a conference recently when someone asked me, “What exactly is a good culture?” That was a great question, considering that a lot of people don’t understand what it is or why it is important. And here was my … Read more

Results Come from Relationships

In today’s business culture, can a bank attain great bottom line results without merging, acquiring another bank, or adopting a sales culture? According to Jay Stafford—President and CEO of Benchmark Community Bank in Kenbridge, Virginia—the answer is yes. I recently … Read more

The Bottom Line is Not the Bottom Line

A new study led by Baylor University demonstrates a correlation between a manager’s focus on bottom line results and their employees’ lack of performance. According to the research led by Dr. Matthew Quade and published in the journal Human Relations, … Read more

The Goal is the Pursuit, Not the Goal

Here in the Shenandoah Valley of Virginia where I live, we have horses on our property. But these horses are skittish. If you approach one of the horses by walking toward it, the horse will run away from you. It … Read more

Don’t Blame the Team If They Don’t Know the Rules

My family recently hosted a foreign exchange student at our house for about a month. When he arrived at our house, his first question to me was “What are the rules at your house?” Not wanting to sound like some … Read more

A Leader’s Default Answer Must Be “No”

I have a relative whose job at one time was to find all the problems with all the big equipment the company was trying to design. In effect, he had to expose all the design flaws in what the designers … Read more

How to Improve Your Management Style

Too often management can try to control how their employees do their work.  They do not always listen to the suggestions their employees offer to make a process more efficient.  Or more cost-effective for the customer.  Or more profitable for … Read more

Why We Remember the Service of Others

What makes service memorable to you?  When someone serves you, what would make you remember it?  And more importantly, what would make you want to tell someone about their service? People serve you every day, but most of the time … Read more