In the realm of marketing, the "test and control" approach is a well-known strategy. It involves selecting a portion of your customer database to test a new program, promotion, or initiative while leaving another subset untouched as the control group. This method allows marketers to evaluate the impact of their innovations. Did it boost revenue,

Self-management, the art of steering your emotions and abilities, is the compass that guides you through life's challenges and opportunities. It's about controlling impulses, prioritizing goals, and maintaining focus, even in the face of adversity. In essence, self-management equips you to stay on course during turbulent times. Understanding Your Two Brains As the renowned social scientist Daniel

Effective leaders excel at forging connections, instilling inspiration, offering support, and igniting motivation within their teams. The common thread that binds these exceptional leaders together is their mastery of self-awareness. They possess the invaluable trait of self-awareness. If you recall the leaders, managers, and colleagues you've encountered in the past, you may recollect instances where they believed

In a world where connection often falters, with 43% of Americans feeling a lack of meaningful relationships and isolation, the quest for self-mastery and leadership excellence takes center stage. Every remarkable leader is built on a foundation of intentional self-improvement, leading to the best version of oneself. Guiding others to their greatness becomes our purpose,

In the whirlwind of divergent directions that you and your team navigate daily, the call for connection remains steadfast. In the midst of bustling schedules and demanding responsibilities, the inherent need for human connection persists. We are all hardwired to seek out these vital links, especially the connection to our leader, a guiding force in

Back during my onboarding days at Disney University, a guest speaker delivered a piece of wisdom that has resonated with me throughout my leadership journey. He shared, "Congratulations. Up until now, you’ve been great 'doers.' Now, you’re leaders. So, your success is no longer about what you can do, but instead, it’s all about how

In the fast-paced world of leadership, where demands are ever-increasing and time is a scarce resource, one particular meeting often finds itself pushed to the back burner or outright canceled – the One-on-One Meeting. As someone who has walked the path of a team leader and worked as a consultant, I've witnessed firsthand the reasons

In today's dynamic workplace, employee retention is a pressing concern for organizations seeking to maintain a productive and engaged workforce. Gallup's recent State of the American Workplace report revealed that a staggering 51% of employees in the United States are actively looking for a different job, underscoring the need for effective strategies to retain talent.

How many times have you heard someone say, “…oh, man, I’m terrible with names.”   I hear it often.  The truth is, remembering names is another lost art.    We’re so busy, wrapped up in our own “stuff” that we either forget or don’t make an effort to remember the names of our students, coworkers, Guests, staff, and

“People won’t remember what you did.  People won’t remember what you said; but people will always remember how you made them feel.”  -- Maya Angelou No matter what our occupation, age group, demographic, or geographic location, we all have one thing in common – we all interact with people.  We interact with family, friends, coworkers, Guests, clients,

“Connection drives down turnover while mitigating "quiet quitting”,” according to Enboarder.  “Employees who feel connected are more likely to be satisfied with their jobs (96%) versus employees who feel disconnected (60%). Only 13% of connected employees expect to leave their current role within 12 months, and this answer nearly doubles for disconnected employees (24%). In addition

Leaders leading with hospitality understand how to connect, strive for self-mastery, serve, engage, coach, and inspire; in that order.   If any one of these steps is taken out of order, it compromises a leader’s ability to appeal to and motivate the emotions which give people the energy and enthusiasm to move, take action, change behavior, become

The stories guests and customers tell aren’t because of the nightly fireworks, Cinderella’s castle, lakes of dreams, chandelier bars, state-of-the-art workout equipment, or the dazzling presentations to Wall Street.  Instead, guests vote with their feet, their wallets, and their Instagram accounts because of the emotional connections sparked and reignited.  It’s all about how people made them feel. 

1-Actively seek inspiration Actively pursue opportunities to feed your mind, your body, and especially your soul.  Just like successful athletes who master their craft, they don’t get there by accident.  They wake up every single day with a thirst and hunger to become their very best.  They not only eat the right foods to get proper

A Harvard Business Review article by Scott Barry Kaufman entitled, “Why Inspiration Matters” reveals why inspiration is so, inspiring. Kaufman’s article cites research by several scholars to further support his hypothesis that inspiration matters.  In my own research, I took an interest in the work Kaufman cited from psychologists, Todd M. Thrash and Andrew J. Elliott,

For leaders, bosses, teachers, professors, doctors, lawyers, or actual coaches of teams, never underestimate the opportunity you have, to teach and coach. No matter what your rank, role, or title, you never know how impactful and meaningful your words may be to the people on your teams and in your life.  If you’re a leader or

The Importance of Feedback Feedback is important because it not only drives performance in a positive direction, but it also positively impacts the attitude and mindsets of all employees. When employee mindset and attitude are on the up and up, business results like profits, satisfaction scores, and employee experience will follow suit, in a positive, upbeat

We often get downstream about a mile and a half on a project, an initiative, a meeting, or a task, and then we feel lost.   You’ve put in the time, effort, and thought, yet have become frustrated with the lack of results or progress. Often our teams do the same. Too frequently it’s not until the

According to research gathered by Zippia: -65% of employees desire more feedback. -69% of employees say they would work harder if they felt their efforts were being recognized through feedback. -98% of employees disengage from their work when they receive little or no feedback. When leaders pause their own work, breaking from their calls, emails, analysis, preparation, and meetings

As leaders, we’re often at a crossroads, with an important choice to make. You can hold a grudge, skip the meeting, become nonresponsive, noncommunicative, and freeze out the people who have upset you. Or, you can lead with hospitality. You can forgive, be the bigger person, take the high road, and work on mending the

I heard a story in church years ago about a couple who had been married for over fifty years. When asked how in the world they stayed together despite each other’s faults, habits, and hang-ups, their response was amazing. It illustrates grace in action, and I’ll share their response here.  The husband responded to the question

Power usually benefits, first and foremost, those who have it. Sure, their span of influence may be great big, and wide, but their true, positive impact is usually limited to a select few who they deem worthy of receiving it. And that impact usually comes at a cost, as leaders obsessed with power (specifically their own

Practicing grace, especially when people don’t expect it or, when they may not deserve it, absolutely will make them feel important. It’s extraordinary and special. The word “special” by definition, sparks good feelings and sentiments. These include positive words such as remarkable, exceptional, significant, and not the least of which, important.  When we’re graceful with our

Champions are special.  They’re usually ―the best, the ―winners, and deserving of the title.  They’re talented, and skillful, and have earned everyone‘s respect.  They didn’t get there alone. Often, champions had a coach, a mentor, a leader, supporters, and advocates, and they had champions encouraging them along the way.   Look up the word champion; (champ · pi · on)

Consider one of the most overused phrases in the corporate world and maybe even in the world, in general, ―I think… How often do we hear it? Partners, leaders, colleagues, and even our guests, customers, and clients say it all day long, day in and day out.   The risk of beginning a sentence with ― “I think”

The final piece to our three-part puzzle of leading with hospitality is possessing the ability to make people feel important.  The first two vital pieces to leading with hospitality are making people feel welcome and comfortable. These two components relate to your ability to maximize productivity, enhance your team’s culture, and ultimately drive desired business results.  Without

“An employee who has been recognized is 63% more likely to stay at his or her current job within the next three to six months, according to another study” (Apollo Technical). Recognition is important as many research studies have cited a lack of appreciation at work as a major reason for leaving a company. Showing appreciation

When people fully understand the purpose of an organization’s existence and they buy in, they rally together to make it happen. It sounds simple, but it’s not always easy. This truth is often forgotten and swept under the rug.  Too often, it leads to teams dragging themselves to and from work rather than showing up to

Significance. The irony is that we often overlook the importance of a word that literally means – the quality of being important.  For leaders, there’s power in a word like significance.  It’s borderline magical.  Once people on our teams feel significant, they become a new person, capable of doing more.   They regain the confidence they once had but have temporarily lost. When they

Whether it’s for five minutes, five hours, or five days at a time, take the time to help those on your team. Few leadership actions are as encouraging as leaders of teams out in the field, on the floor, and in the moments that matter as they help their teams.  They’ll feel it, and you’ll feel

According to Haiilo: - Companies with a highly engaged workforce are 21% more profitable. - Good company culture increases revenue by four times. - 33% of professionals cite boredom as their main reason to leave their jobs. Sadly, these metrics (and feelings) haven’t improved much in corporate America over time. If you’re wondering if your employees are engaged, consider

People with higher self-compassion, or being kind towards themselves, generally have the following traits (BBC): - Proactive Personality: They are more likely to take care of problems before they get worse. - More Motivated to Correct Their Errors: They are more likely to fix their mistakes. - More Compassionate Towards Others: They are less likely to try to

Gratitude rhymes with “attitude”, and it means to have a thankful and pleasing feeling about what you’ve received from someone else.  When we feel gratitude, we’re “pleased” with what someone else did for us or how they treated us.   The magic of letting yourself feel gratitude is that you’re simply so thankful and appreciative of someone

When we treat people with kindness, simply being nice to each other, everyone wins.   Consider what kindness really means to you. Kindness means being friendly, generous, and considerate of other people.   Kindness is simply giving other people our time, a little bit of our talent, or “that thing” we do better than others, or our heart.  Kindness comes

Is prioritizing kindness worth it for you and your team? According to HRMorning, creating a culture of kindness can have the following benefits for your team: -Increased productivity and satisfaction -Healthier workers -Higher-quality work -Lowered stress -Increased engagement -Increased happiness  Leading with hospitality moves people to move, with purpose and passion, because of a leader’s genuine kindness. In other words, when leaders are

How often do you leave your office, hop in your car, turn on the radio, get five miles down the road, and have no idea what songs, commercials, or talk radio segments just played in the very car in which you’re the only passenger? Maybe I’m the only one, but does your mind race with

Do you feel stuck in your job and like you’re doing the same boring thing every day with no end in site?  We’ve all been caught in a monotonous rut whether that be in our career, relationship, family dynamic, and/or social dynamic. It happens…it’s ok.   We’re all in the same boat. Curiosity is the key to beating boredom.  Thought for

We can all agree that it’s very difficult to foster productive, meaningful relationships at work, at home, or in the community without effective communication.   By the same token, it’s nearly impossible to communicate effectively, with anyone, without some level of understanding. Seek to understand your team by asking questions. Thought for the week: Intentionally seeking to understand, in

“Compared with people at low-trust companies, people at high-trust companies report: 74% less stress, 106% more energy at work, 50% higher productivity, 13% fewer sick days, 76% more engagement, 29% more satisfaction with their lives, 40% less burnout” (Harvard Business Review). The final piece to our three-part puzzle of leading with hospitality is possessing the ability

When we shift our mindset to think about leadership as a service to others, those we lead can feel it.  Once they feel our presence and service, they become inspired to be that same type of leader and person to the people who matter most in their lives as well. Here are some ways you can

Do you feel worried about your year-end sales and the looming recession you keep hearing about? Do you get anxious thinking about having to do another round of layoffs? Do you get frustrated when you just can’t seem to get your leaders to show up at the same level you do?  We all get worried. We all get

“79% of employees will quit due to a lack of appreciation” (Zippia). Prioritize making your team feel appreciated. When you serve your team, doing everything you can to help them become better, more successful, more fulfilled, or even more productive; they’ll appreciate you. When they appreciate you, they’ll give back tenfold.  A simple act of service changes the

Robert Greenleaf first coined the phrase and concept of servant leadership in his 1970 essay, appropriately titled, The Servant. It’s the idea of putting others first, ahead of your own agenda, needs, and even your own desires.   Servant Leadership is when leaders – titled or untitled – serve others.  If we pause and think about our favorite

Black Friday 2022 set a new record for online shopping with $9.12 billion spent in one day by consumers (Adobe Analytics). According to the same report, the option to buy now and pay later has increased by 78% in the last week.  Your team likely makes up one of the many people that felt the need

We can all agree that it’s very difficult to foster productive, meaningful relationships at work, at home, or in the community without effective communication.   By the same token, it’s nearly impossible to communicate effectively, with anyone, without some level of understanding. Thought for the week: Intentionally seeking to understand, in any situation, magically transforms: -Heated arguments into conversations-Mere acquaintances into meaningful relationships-Bad days

According to BusinessSolver’s 2022 State of Workplace Empathy: 77% of CEOs worry that they’ll lose respect if they’re too empathetic and 79% struggled to be empathetic.  Although CEOs struggle with empathy, employees seek it in their organizations. According to BusinessSolver’s 2019 State of Workplace Empathy: 82% of employees would consider leaving their job for a more empathetic

Slow down to speed up We think we have to sprint, all-out, at work and even in life.  Sometimes, actually more often than not, when and if we’re able to bring ourselves to slow down, we find we end up going further, quicker. Together we go far Whether it’s training for an endurance race or living through the

We want to feel accepted by our bosses, our peers, our families, and even the person sitting next to us on the airplane. We need to feel accepted so we can feel significant. That feeling of significance is almost the gateway to feeling confident enough to perform, contribute, or produce.  The problem with only accepting people

While in an onboarding new hire training at Disney University when I jumped into my first full-time leadership role at Disney Parks and Resorts at the start of my career, a senior leader came in as a guest speaker.   He told us, “Congratulations.  Up until now, you’ve been great ‘doers.  Now, you’re leaders.  So, your success

Your team’s busy going in several different directions at once.  You’re busy going in several different directions at once.   Yet, the need for connection doesn’t stop.   “Well-connected teams who can communicate effectively see a 20-25% increase in productivity” (McKinsey Report). One thing about every single one of us is that we literally wired to connect.  In our careers

Prior to the pandemic, professionals used to average 0.9 one-on-one meetings a week, that average has since increased to 5.6 one-on-one meetings a week, a 500% increase (reclaimai).  If you’ve been reading my blogs, have worked with me, or are in the learning and development space yourself, you know…all humans crave interaction and connection. After (and

One-third of American workers changed jobs over the past two years (PBS) and 40% of those people, are again looking to switch positions (CNBC).  Losing an employee can cost the company 1.5-2 times the employee’s salary (built in).  That is to say, every time someone puts in their two-week notice, it costs up to double their salary

“82% of [business decision makers] say getting back to the office in person is a concern” yet “73% of [employees] say they need a better reason than just company expectations” to return to the office, according to the data from Microsoft Work trend Index research.  So what can managers do to help get fellow employees on

As we’ve shifted to hybrid and remote workforces, along with the continuing trend toward automation, the need for Managers to know how to build and maintain strong connections with their team has never been more important. According to Harvard Business Review, “

Have you noticed your team members that always go the extra mile suddenly are clocked out right on time? Perhaps productivity suddenly took a dive? If you haven’t heard of this new phrase, you can find a full definition here. Essentially, 'Quiet Quit' is when an employee only does the work listed on their job description,

An experience is something that you do or that happens to you, especially something important that affects you.  It’s living through certain events, observing and feeling something in-the-moment. In life there are several ways we can gain experience which ultimately gives us knowledge, skills, and understanding we may not have gained otherwise.  With every experience, we gain more

Being a volunteer means that you are offering something – something that is not required nor an obligation.  Most of the time, to volunteer means that you are working side by side with others. This connects you to other human beings as you are working toward a common goal or purpose.  It is a win-win for all parties involved. Those who

Inspiration is a feeling of enthusiasm you get from someone or something that gives you new and creative ideas. If you describe someone or something good as an inspiration, you mean that they make you or other people want to do or achieve something.  Inspiration gives us so much hope in certain situations because it’s ultimately what

Generosity is a virtue of freely giving gifts to others or to something other than ourselves.  It’s GiVING of gifts.  Sometimes it could be tangible gifts.   Other times it’s intangibles such as giving someone a bit of our time, whether we’re listening to them, helping them through something, or even helping them with a project. When we’re

What does hospitality mean to you? Dictionary.com defines hospitality as, “The friendly reception and treatment of guests and strangers; the quality or disposition of receiving and treating guests and strangers in a warm, friendly, and generous way.” Hospitality is simply making people feel welcome, comfortable, and important.   Typically, when we think of hospitality, we think of restaurants, hotels,

Encouragement means to simply give someone courage. Consider just how powerful it could be to GiVE someone courage: GiVES positive energy - Encouragement literally means to give people courage.  So, encouragement is like giving someone a mental and emotional boost of energy which lifts them up and propels them into action. GiVES people hope – when people are

Value is how much something is worth, or how important something is.   Do you have value?  Think about what you do well.  What are your strengths?  What do you believe in, and beyond that, what do you stand for? This is yet another way each of us can GiVE Kindness to others in order to form and

To improve is to simply become better.  The idea that we become better today than we were yesterday. Four ways we can all commit to improving ourselves, so that we can GiVE our best to others: Our attitudeOur physical and mental healthOur knowledgeOur skills In order to GiVE kindness to others, it’s important to GiVE kindness to ourselves.

Gratitude rhymes with “attitude”, and it means to have a thankful and pleasing feeling about what you’ve received from someone else.  When we feel gratitude, we’re “pleased” with what someone else did for us or how they treated us.   The magic of letting yourself feel gratitude is that you’re simply so thankful and appreciative of someone

Consider what kindness really means to you. Kindness means being friendly, generous, and considerate of other people.   Generosity is just another way of saying GiVING to other people.    Kindness is simply giving other people our time, a little bit of our talent, or “that thing” we do better than others, or our heart.  Kindness comes from a place

Genuineness Impact Validate ENGAGE Being engaged means: Involved in activity with others.To be interested in others.Committed to others. Questions then, for all of us are “How can we engage?”  and “Why does engagement even matter?” The answers are simple on the surface but make a significant and lasting impact on the people with whom we engage. Consider the impact the following experiences have

Genuineness Impact VALIDATE E To validate means to prove or confirm something or someone is correct or truthful. Though we may come from different places with different upbringings, varying views, and diverse perspectives, one thing we all have in common is, that we’re all human beings. So, when someone validates our skills, talents, or what they value in us, we’re lifted

Genuineness IMPACT  V ________ E ________ If we think about what the word impact really means, it’s simply the effect part of the cause and effect equation.   To make an impact is to have a strong effect on someone or something. Let’s focus on the people part; the impact people can have on other people.  That includes all of you, and

GENUINENESS  I __________ V _________ E _________ What does it mean to be genuine? To be genuine means to be true to yourself – who you are, on the inside and out.  Genuine people are said to be “real”; as if to say, they’re not fake.   Here’s why it’s important to be genuine and true to yourself: The problem with “faking it

Throughout this month, we’ll send you some thoughts, conversation starters, and activities you can do with your children, students, your teams, or even your families at home around four ways we can all GiVE Compassion to others. What does the word compassion mean to you? I’m sure you have someone in your life, an experience from your

What stories do you have to tell?  Specifically, what stories do you believe you have to share with those you lead, your peers, your customers, or even your own leaders, to inspire them? Remember, great storytelling is to be as human as possible so that you can relate to and connect with others as much as

How do you craft stories to share with your team? Think about your favorite movies, television shows, or even songs.  They’re your favorite because of the stories within them.  Every great movie has the following: S – T – A - R Situation:  A situation to which we can somehow relateTask:  Characters to whom we relate because they

Stories inspire us in so many ways and for so many reasons: Connection – when we see, hear, or even feel for the characters in any story – a movie, television show, a song, or a story we hear from a leader – we begin to connect on a deeper, more human level. Humanness – it’s been

I had the opportunity to spend some time this week at UNLV delivering a Lead with Hospitality training to my friend, Professor Laura Book’s Hospitality classes. Being back in the college environment got me thinking, what is it about college that makes us feel so fulfilled? I realized it provides us an opportunity to feed

As we get older and respond to the challenges of life and sedentary lifestyles, our posture deteriorates. Our shoulders become hunched, our necks stiff, and we sit either slumped or holding ourselves in a rigid upright position.   Be intentional and purposeful about building in time throughout each day and week, to take care of your body.   Here

The most inspiring leaders of all time are intentional about feeding their minds. Here are some ways to be intentional and purposeful about feeding our minds: Have a thirst for new knowledgeBe hungry to learn all you can about every facet of your businessChallenge yourself to learn new skills in and outside of workRead books, listen to

We can all agree that inspiration certainly moves people on the inside, so they give their very best on the outside.  So, the question is, what can we, as leaders, do to create this sense of joy and inspiration within our organizations and among the people, we lead every chance we get? Here are some ways

Simply put, when we’re inspired, we do more, become more, and ultimately deliver more for ourselves and for our organizations.   Go first.  Be an inspiration. American psychologist, Scott Barry Kaufman’s article in Harvard Business Review entitled, “Why Inspiration Matters” points out notable research by Todd M. Thrash and Andrew J. Elliott which shows us just how

Execution is defined as the carrying out or the putting into effect of an action plan.   The question for us, as leaders then, is, “How can we keep our teams executing consistently on the action plans we’ve created?” Conversations Make Good Company Conversations really do make good company.  It’s true both with the company we keep in our

What’s an action plan and why is it important? Simple, but not always easy; and this is something often overlooked.  That’s why I want to shed some light on this today. Action plans are nothing more than a detailed list of actions and steps, which helps you organize who will do what and by when. Action plans become

The idea of SMART Goals has been around since 1981, when George T. Doran wrote an article about an easy way to create objectives in the November 1981 issue of the Management Review. The difference between an ordinary, non-strategic goal or objective and a SMART Goal is that with SMART Goals, everyone knows what needs to

Vision is the ability to think about or plan for the future with imagination or wisdom. What’s special about that last part?  With imagination or wisdom? What makes great coaches and inspirational leaders so special is their ability to be a visionary; they’re able to see a future many other people do not see.   They not only see

Psychologists, Edward Deci and Richard Ryan first introduced their Self-Determination Theory in 1985.  It’s since been tested, tried, and proven over the years.  The theory suggests that people become self-determined and motivated when three universal psychological needs are met:   The need for competence, or mastery of their workThe need for autonomy, or choice in how the

Grace is defined by Dictionary.com as simple elegance or refinement of movement.   Practicing grace, especially when people don’t expect it or, when they may not deserve it, absolutely will make them feel important. It’s extraordinary and special.  The word “special” by definition, sparks good feelings and sentiments. These include positive words such as remarkable, exceptional, significant, and

Why should leaders be intentional about making sure their teams feel important? Their teams will become more confident, leaning into their special talents and uniqueness.Their teams will become more productive, accomplishing more, in less time, with fewer resources.Their teams will become inspired to push even harder and go even further. Here’s how the best leaders make sure

“Life is not a competition.   Life is about helping and inspiring others so we can each reach our potential.”  — Kim Chase, Actress What can we remind people of to encourage them? Their strengthsTheir accomplishmentsTheir passions We can remind people of their strengths, accomplishments, and their passions.   Remind People of Their Strengths Some people know and understand their natural strengths, but

This is a blogpost I wrote and published on my very first blog / passion project – www.GoOneMoreStep.blogspot.com.  I started that blog in January of 2011.  This is a throwback, retro blog post that was inspired by one of the many stories we often hear or read about Olympic athletes.  It was a Sunday morning

Walter Burke Barbe first designed the VAK model for learning and it was later developed by Neil Fleming.  It’s the idea that people process information in one of three ways:   Visually, Auditorily, or Kinesthetically.   What does this have to do with recognition? When we know how our people prefer to process information, it allows us to recognize them

It’s a word from the Zulu culture, in South Africa.  It means, “I see you.” Its literal translation is “we see you…”. As if to say, “Our whole tribe sees you.” Inherent in the Zulu greeting, “Sawubona,” and the grateful reply, “Ngikhona,” is a sense that “…until you saw me, I didn’t exist.”   In Zulu culture, this exchange

How do you fight Zoom fatigue? If you're still running things remotely, your team might be feeling the "Zoom fatigue". As the leader, what can you do about it? Engage with them! This clip shows an example of me engaging with a team during one of my virtual trainings. This will give you a real-life example of how to

In the early ’80s, there lived a girl named, Emily, in Roehampton, South West London, England.  She was beautiful and smart but had a stammering stutter which made her too shy to speak to others.  One of her teachers had an idea that he thought might cure her of her stutter.  He encouraged her to

What better time than Martin Luther King Day for a quick thought on DREAMS…Dr. King had a dream…a dream that he so diligently shared through his passionate sermons, lectures, speeches, books, and nonviolent protests that his very dreams, in fact, changed the landscape of American society; and in many ways, the world. Thought for the week:Everybody dreams…but

What is fulfillment?  And why do you think this is important for us to understand, as leaders? Look at the root word of fulfillment, which is to fulfill. It means “to develop the full potential of.” Isn’t it ultimately up to us, as leaders, to develop the full potential of our people?  Of course, it is.  Fulfillment’s

When we have a purpose, we know exactly who we are, where we’re going, and most importantly, we know why we’re doing what we’re doing.   This is a magical feeling – one of significance, driven by passion.  Remember, our goal, as leaders, is to connect with and inspire people to become their absolute best so they

When you think of the jobs in which you felt significant, what made you feel that way?   You had purpose and your leaders were likely engaged.   Only 66% of people feel a sense of purpose from their organization, according to O.C. Tanner’s most recent Global Culture Report. Sadly, according to Gallup’s most recent State of the American Workforce

When we shift our mindset to think about leadership as a service to others, those we lead can feel it.  Once they feel our presence and service, they become inspired to be that same type of leader and person to the people who matter most in their lives as well. Here are some ways you can

Sometimes it’s the simplest things that mean the most to those we lead.  Few things are more comforting and at the same time motivating than when we see our leaders in the mix, staying active and accountable to the very cause they’re leading. Here are some ways you can stay active, available, and approachable to your

With the holidays, approaching deadlines, and cold season among us, your team may be feeling overwhelmed. A little encouragement can go a long way. Check out this video for 3 ways to encourage your team! https://youtu.be/w_ItFV-5GoE

How do leaders ensure their teams really execute every single day?  In other words, what do great leaders actually do? Here’s a “coaching code” to remember which will ensure you’re a great coach today, tomorrow, and at any level of leadership you may find yourself in the future.  At its core, leadership is simple.  Balancing all

We've all heard about the Great Resignation or have been dealing with it personally. So what can you do about it? Commit to connecting with your team on a deeper level so you can serve them selflessly. If you're not addressing what your team truly wants, you can't expect them to stick around. That starts

Listening is so incredibly important to any leader, or person, for that matter, who wants to make a positive impact on those around them.  At the same time, it’s one of the simplest yet most frequently missed opportunities among leaders at all levels.   The more I travel around working with leaders at all levels of organizations,

The people at the top are the ones always willing to make the extra pass. Remember, you never look bad making someone else look good. How can you make the extra pass today? BLACK FRIDAY DEAL! My book "Lead with Hospitality" is included in Amazon's Black Friday Deals. Today save $9 on the hardcover here. On

If we pause and think about our favorite leaders we’ve ever experienced, from our most inspirational coaches, our most enlightening teachers, and our most motivating managers, they all have one thing in common. They served us. Leadership is about putting other people first, serving them in as many ways as possible, ultimately inspiring them to become their

I want to encourage you to feed your mind and be a life long learner. Remember, you can't pour from an empty cup. Check out my books here.

Should leaders use the same leadership style to lead every individual in the same way, in all types of situations? Great leaders adapt to specific situations and peopleGreat leaders meet people where they are Great leaders meet the moment with situational leadership Scholars and social scientists, Daniel Goleman and Richard Boyatzis, in their book, Primal Leadership lay out

Veterans Day always has me think about the selflessness of our soldiers. It takes a very special kind of person to be that selfless, but anyone can take a moment to encourage someone else. It may seem small but it can change someone's life. In this video I share a story about how one act

What is empathy? It’s a question I frequently ask when working with leaders at varying levels of organizations, all around the United States.  It’s amazing the answers I get.  More often than not people say empathy is “caring” or “being compassionate”.   Empathy is the ability to understand other people’s thoughts and emotions; even being able to feel

If we haven't met before, I wanted to introduce myself and if we have, I wanted to invite you to join my community! Take a moment to watch this video where I share the idea behind Lead with Hospitality and the different ways I can serve you and your team. Download the complimentary Lead with

Self-management is how you control and manage yourself, your emotions, and your abilities.  This includes one’s ability to manage impulses and focus on more important priorities and goals.  In short, a person who’s strong in self-management is not easily knocked off track by adversity, tense situations, or stressful times.   “Self-management is the emotional intelligence component that

Your emotional state sets the tone for everyone around you.  Your team and others around you will take on the same tone and tenor as yours, as their leader.  The leader’s emotional state will set the tone for the entire team’s emotional state.   “Emotional self-awareness is the building block of the next fundamental emotional intelligence:  being

Most people don't receive guidance, coaching, or teaching from someone until they trust them.  The quickest way to build trust is to listen.  Here are three people to listen to.  This clip was taken from a virtual keynote I did for Louisa East Elementary School.  Continue striving for self-mastery with my learning experience, learn more here.

Self-Mastery. When they were about to open Disneyland for the first time, back in July of 1955, some executives asked Walt, “Hey Walt, don’t you want to get some better trees to line Main Street USA?  The trees we have are a little bare, with very few leaves.  They’re not fully grown in yet.” Walt responded, telling

How do you Lead with Hospitality when those that lead you aren't on board? In this video, I share how to handle this whether you're currently also a leader or making your way up through the ranks in your organization. This video was taken from a podcast interview I did with Azalee Maslow on The

Three key digital communication platforms we can leverage to further connect with our teams: Email, Text, and Social Media It’s true that email may be overused, text may seem too forward or aggressive, and social media may seem too personal.  However, connection is connection, and the goal is to create emotional connections with people, so they feel

Meetings take up a great deal of our time at work.  So, it’s important that we make them as efficient as possible.  The best leaders, on any level, in any industry know how to create and execute impactful, productive, and efficient meetings.  It’s apparent whether or not the leader of the team or of the meeting

In this video, I walk you through the 4 steps to having a successful 1:1 meeting. 1 - Ask questions. 2 - Ask for feedback. 3 - Offer feedback. 4 - Share the future. This video is sponsored by the Leading with Hospitality learning experience, Commitment to Connection. Learn more here.

What’s the most important thing for leaders to remember when it comes to having one on ones? Be more interested than interesting.  Ask great questions! I often reference and give credit to my favorite author, and in many ways, my own personal inspiration for becoming an author myself, Mark Sanborn.  In his book, The Fred Factor, he

Watch this video for the three things regular 1:1 meetings with your team can give you. PS - Stay tuned to the end for the most important thing to remember when it comes to 1:1 meetings. https://youtu.be/kfnuDQZeUfc

When people genuinely feel welcome on our teams and in our organizations, here’s what happens: They relax and begin to feel safe, which allows them to be themselves.  They begin to have an open mind, which sparks their creativity for new, fresh ideas.They have less anxiety and fear, fewer doubts, and more energy, passion, and commitment.They begin

To truly lead your team to take inspired action you have to connect with them on both a logical and emotional level. Watch the video for an illustration of how this works. PS - Are you ready to emotionally connect with your team but aren't sure how? Take the next step here.

Conventional wisdom tells us, if we want to influence, inspire, or motivate others to take action, all we need to do is show them facts, charts, graphs, and statistics.  However, as we can see, science suggests differently.  It’s actually emotion and feelings which provide the energy and ultimate inspiration to take action, change directions, and

The stories guests and customers tell aren’t because of the nightly fireworks, Cinderella’s castle, lakes of dreams, chandelier bars, state-of-the-art workout equipment, or the dazzling presentations to Wall Street.  Instead, guests vote with their feet, their wallets, and their Instagram accounts because of the emotional connections sparked and reignited.  It’s all about how people made them feel. 

Prositions will host, best-selling author and consultant, Taylor Scott at the 2021 International Conference & Exposition for the Association for Talent Development (ATD) in Salt Lake City, UT in August Discover how the best leaders transform jobs into meaningful work by leading with hospitality! "Before anyone becomes motivated to DO anything, they must first FEEL something."Taylor ScottAuthor

Actively seek inspiration Actively pursue opportunities to feed your mind, your body, and especially your soul.  Just like successful athletes who master their craft, they don’t get there by accident.  They wake up every single day with a thirst and hunger to become their very best.  They not only eat the right foods to get proper

Your leadership brand tells the story of your leadership. It tells the story of what makes you distinct and communicates your value to all those that you lead, work with, and also your leaders. Once you understand your leadership brand you'll have focus that will allow your to be intentional and purposeful about bringing your

If it seems daunting to put all lead with hospitality virtues into action at once; choose only one at a time.   As you master each one, you’ll transform jobs into meaningful work for those you lead with: Acceptance when a person feels they don’t measure up to expectations Service when they need some help Empathy when no other leader

I recently had the opportunity to virtually deliver a keynote for Explore Minnesota and wanted to share this clip of it with you! Thank you Explore Minnesota for the opportunity. I have many connections to Minnesota so I was excited to be able to do this. If your team is looking for a keynote speaker,

A Harvard Business Review article by Scott Barry Kaufman entitled, “Why Inspiration Matters” reveals why inspiration is so inspiring. Kaufman’s article cites research by several scholars to further support his hypothesis that inspiration matters.  In my own research, I took an interest in the work Kaufman cited from psychologists, Todd M. Thrash and Andrew J. Elliott,

What if your team thought about you the way you think about your favorite brands and leaders? The secret behind our favorite brands and leaders is how they make us feel. They're human, they emotionally connect, and they serve selflessly. I've created the Lead with Hospitality Field Guide which gives you a 12-step action plan

For leaders, bosses, teachers, professors, doctors, lawyers, or actual coaches of teams, never underestimate the opportunity you have, to teach and coach. No matter what your rank, role, or title, you never know how impactful and meaningful your words may be to the people on your teams and in your life.  If you’re a leader or

As leaders it's important for us to be motivators and inspire people. Perhaps, even more important, is the environment we're able to create. In this video I share the three universal psychological needs for people to become self-determined and motivated, also known as the Self-determination Theory. Take the next step on your leadership journey with

The Importance of Feedback Feedback is important because it not only drives performance in a positive direction, but it also positively impacts the attitude and mindsets of all employees. When employee mindset and attitude are on the up and up, business results like profits, satisfaction scores, and employee experience will follow suit, in a positive, upbeat

Being a leader with vision allows you to see a future that others might not see and invites other to be a part of it. Here are 3 keys to crafting a compelling and inspiring vision for your team. You can be the person who shows the way. Get the Lead with Hospitality Field Guide here.

We often get downstream about a mile and a half on a project, an initiative, a meeting, or a task, and then we feel lost.   You’ve put in the time, effort, and thought, yet have become frustrated with the lack of results or progress. Often our teams do the same. Too frequently it’s not until the

In this quick video I share what vision is, why it's so special, and how great leaders use it. Want more leadership tips like this? Download my complimentary Lead with Hospitality Field Guide for more actionable ways to be a great leader. Download it here.

According to research by the Gallup organization: Only 25% of employees “strongly agree” that their manager provides meaningful feedback to them or that the feedback they receive helps them do better work. Only 21% of employees “strongly agree” that their performance is managed in a way that motivates them to do outstanding work.  When leaders pause their own

As leaders, we’re often at a crossroads, with an important choice to make.  You can hold a grudge, skip the meeting, become unresponsive, non-communicative, and freeze out the people who have upset you.  Or,  You can lead with hospitality. You can forgive, be the bigger person, take the high road, and work on mending the relationship.  Your grace in

Grace lifts people up and creates an environment that feels safe. Without grace people don't feel important and begin looking for greener pastures. Watch this quick video to learn what grace is and why it matters when it comes to leadership. For more ways to be a graceful leader, read "Lead with Hospitality". Get it

I heard a story in church years ago about a couple who had been married for over fifty years. When asked how in the world they stayed together despite each other’s faults, habits, and hang ups, their response was amazing. It illustrates grace in action, and I’ll share their response here.  The husband responded to the

Watch this quick video on what this simple change could do for you and your team. Check out my recent blog post for 3 ways to make your team feel important.

Grace comes in first.  Every single time. Power usually benefits, first and foremost, those who have it. Sure, their span of influence may be great, big and wide, but their true, positive impact is usually limited to a select few who they deem worthy of receiving it. And that impact usually comes at a cost, as leaders

Practicing grace, especially when people don’t expect it or, when they may not deserve it, absolutely will make them feel important. It’s extraordinary and special. The word “special” by definition, sparks good feelings and sentiments. These include positive words such as remarkable, exceptional, significant, and not the least of which, important.  When we’re graceful with our

A thirty-two-year-old middle manager working for a rental car company had a tough gig.  She was in a corporate, regional role supporting multiple locations’ Operations Managers and frontline associates.  Her role was to teach, coach, consult, inspire, and motivate front line associates and leaders to maximize sales with every transaction.   One day the District Manager leveraged

Thoughts on Champions   Champions are special.  They’re usually ―the best, the ―winners, and deserving of the title.  They’re talented, skillful, and have earned everybody’s respect.  They didn’t get there alone. Often, champions had a coach, a mentor, a leader, supporters, advocates, and they had champions encouraging them along the way.   Look up the word champion: (champ · pi · on)

Consider one of the most overused phrases in the corporate world and maybe even in the world, in general, ―I think… How often do we hear it? Partners, leaders, colleagues, and even our guests, customers, and clients say it all day long, day in and day out.   The risk of beginning a sentence with ― “I think”

The final piece to our three-part puzzle of leading with hospitality is possessing the ability to make people feel important.  The first two vital pieces to leading with hospitality are making people feel welcome and comfortable. These two components relate to your ability to maximize productivity, enhance your team’s culture, and ultimately drive desired business results.  Without

Whether it’s for five minutes, five hours, or five days at a time, take the time to help those on your team. Few leadership actions are as encouraging as leaders of teams out in the field, on the floor and in the moments that matter as they help their teams.  They’ll feel it, and you’ll feel

I'm back in the groove of traveling and delivering leadership development trainings and was inspired to share this message with you. Keep this one takeaway in your mind and you'll instantly be a better leader. Order "Lead with Hospitality" here. https://youtu.be/nHOXF5ooSzQ

Leaders who lead with hospitality constantly remind people of what they’ve accomplished to encourage them for the work which lies ahead.  Nobody is perfect, and rarely anyone is good enough to achieve perfection at the inception of a project or new initiative. Often, it takes practice and repetition after repetition.  However, most people have accomplishments in their

I wanted to take a moment to wish all the moms and teachers a Happy (almost) Mother's Day and a Happy Teacher Appreciation Week! My mom taught me the importance of connection, which is why it's one of the main topics I teach on. Tag your mom or your favorite teacher and let them know

Recognition Some people like to hear their recognition, whereas others like to see recognition and be able to show others. Some people need to experience recognition; they must taste it, touch it, or most likely do something as a result of it.  Leveraging The VAK Model to Maximize the Impact of Recognition Walter Burke Barbe proposed the VAK

A year ago I was laid off

According to David Novak’s research and article in Harvard Business Review in May of 2016: Only 82 percent of employed Americans don’t feel their supervisors recognize them enough for their contributions.  Sadly, this metric (and feeling) hasn’t improved very much at all in corporate America since then.  However, that doesn’t mean we can’t change the game with

I wanted to share a story about how my bosses' empathy brought out the best in me and how you can use empathy to bring out the best in your team. I share more stories and principles like this in my new book, Lead with Empathy. Pre-order here: https://leadwithhospitality.com/lwh/

When people fully understand the purpose for an organization’s existence and they buy in, they rally together to make it happen. It sounds simple, but it’s not always easy. This truth is often forgotten and swept under the rug.  Too often, it leads to teams dragging themselves to and from work rather than showing up to

Four ways to engage your team and make sure they feel significant:   Be present Be interested Be open Be honest Have a great day. PS – Pre-order my next book, Lead with Hospitality here. Release date is April 27th, 2021. I’ve compiled twenty years’ worth of leadership lessons, stories, and applications for how to lead with hospitality and why it makes a difference that matters for

Leaders, team members, and myself have felt these things over the past year. If you're anything like me, you want to help people though it. Pre-order my latest book, Lead with Hospitality for actionable steps to help lead those around you through these times and beyond: https://leadwithhospitality.com/lwh/

Significance. The irony is that we often overlook the importance of a word that literally means – the quality of being important.  For leaders, there’s power in a word like significance.  It’s borderline magical.  Once people on our teams feel significant, they become a new person, capable of doing more.   They regain the confidence they once had but have temporarily lost. Whey they

NY Times Bestselling Author and Hall of Fame Speaker, Mark Sanborn, once taught me, “The first job of a leader is to prove significance. Because unless or until people feel significant, they won’t even come close to making significant contributions.” When people fully understand the purpose for an organization’s existence, they buy in, feel more significant

What we tell ourselves will make or break us.  Make it positive.  Everybody can be great, because everybody can serve.  MLK said it best. Listen to your team, your customers, your own leaders, and your own intuition Educate others, and share what you have learned Activity combined with intention yields productivity Deliver on your promises and most importantly, deliver on

Listen.  Simply be a shoulder, lend an ear, and just listen. Be patient.  Seek understanding and allow yourself to feel what they feel. Accept people.  Accept them for who they are as opposed to what they’ve accomplished. Forgive mistakes.  A little grace goes a long way, and few gestures are more heartfelt. Give gifts.  Everyone has needs and things

It’s a huge opportunity to give of ourselves to our teams. The day-to-day doldrums of our job, the expectations and standards, the pressure, and the constant need to impress can clog up our minds. However, making a shift in mindset to generously give of yourself is always well-received.  Giving isn’t always noticed, nor is it always

I love the quote, “Be kind, for everyone you meet is fighting a hard battle you know nothing about.”  The same goes for every person on your team.  The one thing every person has in common with each other is we’re all human beings. People are people. Therefore, every person is experiencing real people problems. When your

Three Ways to GiVE Kindness: (The letter “i” is purposely lowercase, since the essence of kindness is to “give”, and to truly “give” anything of ourselves to anyone else, we put others before ourselves.  That’s why the “i” is lowercase.) GiVE your time. Set aside time for each person on your team. Plan for it and give some

The Association of Professional Executives of the Public Service of Canada (APEX) conducted a study which found the following: Teams operating in a respectful environment:  Possess 26% more energy.  Are 30% more likely to feel motivated and enthusiastic about acquiring new skills and being exposed to new ideas.  Express 36% more satisfaction with their jobs and are 44% more

Here’s what all communities have in common: Consist of individuals, but they make a unified impactGive life and meaning to otherwise meaningless situationsSupport the greater good and a higher purpose, other than ‘self’Ground us in familiarity, common bonds, and a sense of belongingComplement individual strengths with the power of the sum of all the partsOffer comfort, assistance, and encouragementServe their people well… Even for

Frequently, conversations leave us feeling more confused than clear, more upset than at ease, and more frustrated with the other person.  Why is this? Too often we simply don’t know where the other person’s coming from on certain topics of conversation.  Maybe they don’t understand where our sudden burst of conviction and passion is coming from on

Game-changers are people who literally “change the game”.   They do things, big and small, which make visible, tangible, and positive change in the lives of everyone around them. Rather than one magical thing, they do hundreds of little things – here are some examples: Game-changers are patient - they understand “waiting time isn’t always wasted time.”  Game-changers are kind

Bored?   Is MONOTONOUS becoming the universal adjective that can be applied to every aspect of your life – career, relationships, family dynamics, and/or social life?  It happens…it’s ok.   We’re all in the same boat. Thought for this week: When things get monotonous and boring, or better yet, before things even get to that point – stay curious.   Ask. Understand. Learn. Improve.

After making sure your team feels welcome, making sure people feel comfortable is the second transferable thread between hospitality and leadership.  When people feel comfortable, they:   - Open up and engage in more conversations - Feed their curiosity with more exploration, research, and discovery - Foster deeper relationships with people around them - Feel a sense of belonging in the

83% of US workers suffer from work-related stress  ~ The American Institute of Stress 35% of respondents said their main source of stress at work was their boss  ~ Korn Ferry After making sure your team feels welcome, making sure people feel comfortable is the second transferable thread between hospitality and leadership.  When people feel comfortable, they:   Open up

We share 4 reasons to listen in this blog post.​ Now, watch this video for who to listen to. https://youtu.be/4KPM1vwX9Zs

Jimmy Buffett covers a song originally released by Fred Neil in the 60’s, “Everybody’s Talkin’.”   The first line is a microcosm of today’s business world, and society, for that matter: “Everybody’s talkin’ at me…can’t hear a word they’re sayin’…Only the echoes of my mind…” How often do you find yourself talking (or trying to talk) to someone, on

How often do you find yourself watching a game, and it’s back and forth, nip and tuck, ho hum, blah blah blah?  Same routine, by both teams, on both sides of the ball. Your team has the ball then their team has the ball, and back and forth it goes.   Boring.  Take for example, your typical

Usually, in every job or situation there is a person who has a way of making it all better. Do you know them?   Maybe you have one or two in your life, and you’re thinking about them now.  They’re the people who make a rainy day seem bright and sunny, an aggravating project fun, and they can

Many things are out of our control right now but one thing we can control is how we make others feel. Here are four ways to serve your team, partners, leaders, and customers. Share this with someone that needs a little light today. PS – Pre-order my next book, Lead with Hospitality here. Release date is April 27th,

Only 61 percent of people feel a sense of leadership – O.C. Tanner Institute, 2020 Global Culture Report We’ve all experienced unbelievable service in some way, shape, or form. A great hotel check-in, an incredible dining experience, a bartender with charisma, or perhaps that one call center representative on the other end of the phone who

We all have worries. We all have fears. We all have doubts. We all have frustrations.   At one time or another, we all ask: “Why is this happening to me?!”   “Why does this always fall on my lap?!” “Why me…” One thing we all have in common, regardless of our backgrounds, is that we’re all human beings.   Since we’re all human,

We often see two types of leaders, the Superhuman Leader and Human Leader. We’ve all experienced them both.   Think about your past experiences, and then I’ll pose a quick question after I define each type of leader below. The Superhuman Leader The Superhuman Leader tells you stories of how unbelievably awesome they are, how bad they used to have

This holiday season, BELIEVE. Believe in yourself, believe in others, believe in a higher power, and believe in the true meaning of the season.  Whatever your holiday, and whatever your current stage in life, BELIEVE. Be thankful for what you have instead of dwelling on what you don’t have. Embrace diversity and respect differences in opinions and perspectives; it

Ten years ago, things were scary.  We had a soft economy, a divided government, and in the hospitality industry, the outlook wasn’t the greatest.  Sounds eerily familiar. Enter, The Cosmopolitan of Las Vegas; December 14th, 2010. The goal wasn’t to be bigger or better; or break records in Las Vegas.   The goal was to not only make a difference,

We can all agree that it’s very difficult to foster productive, meaningful relationships at work, at home, or in the community without effective communication.   By the same token, it’s nearly impossible to communicate effectively, with anyone, without some level of understanding. Thought for the week: Intentionally seeking to understand, in any situation, magically transforms: Heated arguments into conversationsMere acquaintances into meaningful relationshipsBad days

Empathy, the ability to understand how other people feel, is the bridge over the invisible “river of trust” flowing between any leader and those they lead. It’s a special leadership trait rarely practiced enough. However, when leaders successfully deploy empathy, their teams feel welcome and become moved to move. Empathy is about understanding, not necessarily agreeing.

According to BusinessSolver’s 2019 State of Workplace Empathy: 82% of employees would consider leaving their job for a more empathetic organization, and 78% of employees would work longer hours for a more empathetic employer.  Leadership is about connecting with and inspiring the hearts and minds of others such that they lean into their special talents and

Marketers usually follow a “test and control” methodology with their sales and marketing campaigns. For example, they take a subset of their customer database, and “test out” a new program, promotion, initiative, or invitation. They identify another subset of their database, and for them, they basically do nothing. The latter is the “control group”, and the former

Self-management is how you control and manage yourself, your emotions, and your abilities.  This includes one’s ability to manage impulses and focus on more important priorities and goals.   In short, a person who’s strong in self-management is not easily knocked off track by adversity, tense situations, or stressful times.   Your Brain We have two brains.  As social scientist,

Great leaders connect, inspire, encourage, and motivate others to become their very best so they deliver their absolute best work for the betterment of the team.  All great leaders have one thing in common – they’ve mastered the ability to understand their own thoughts, emotions, strengths, and capabilities.   They’re self-aware.   Researcher, organizational psychologist, and NY Times bestselling