Posted: July 14, 2026 | Categories: Customer service, Leadership, Team Building

Strong leaders are good at building trust.  To put it another way, “A leader is someone we want to follow”.  That is easy to say, but how do we build that trust?  Let’s think of the people in our lives we look up to.  It is almost a sure bet that these people take the time to show a genuine interest in others.  They are also excellent listeners.  If we want to strengthen our trust with others and be better listeners, we can start by observing people who have developed this ability well.

Last week I was in the therapy pool at the health club.  As I was doing my exercises, I heard a woman talk with great excitement about her past and future travels.  As she was talking, an elderly woman entered the pool.  The newcomer was quite old – my guest is she was nearly 100.  She graciously engaged in conversation with the woman talking about her travels.  The elderly woman had a wonderful smile that radiated her interest in listening to the “traveler”.  She smiled, nodded, affirmed, and ask questions to learn and understand more.  From her questions it was clear she had also done extensive travelling in her many years, yet in the 15 minutes of conversation with the traveler, the traveler never once asked the elderly woman anything about her experiences.  If she had, she likely could have uncovered a wealth of valuable information that could help her plan her future travels.  It was a one-sided conversation.  The traveler showed no interest in the elderly lady.  It was a missed opportunity.

If we want to be a strong leader, we need to make sure we show genuine interest in others.  Get the other person to talk about their favorite suspect…themselves!  (When was the last time you received a compliment for being a good listener?)

Posted: July 6, 2026 | Categories: Management, Sales

I would like to talk about something that I am not an expert on.  It is also very important.  (Don’t hang up yet!).

All of my clients have websites, and they want to create and keep new customers.  When my customers talk about their websites, many are becoming concerned about their analytics.  Hits are down, and time spent on the sites is less.  What is going on?

Even though I am not an expert, I know a good one.  Here is what I have learned:  In additional to Google search, we need to consider other ways people are searching – especially AI.  As I understand it, a Google search focuses on key words.  AI is more tuned to questions we ask.  For example:

Search word – HVAC repair

AI: My furnace is making a squeaking noise.  What might it be?

Companies that are relying only on search words are often missing valuable leads.  My reason in writing this:  I am observing a significant change in how people search.  I suspect that many busineses are confused about what to do.  Talk to an expert and determine how he or she will manage your website to capture additional leads.  Such action could go right to your bottom line

Posted: May 21, 2026 | Categories: Leadership, Management, Presentation skills, Sales

Early in my coaching career, I remember my mentor, Bob, saying, “People won’t remember what you say…they will remember what they do.”  This past week I observed a powerful example of this motto being played out.

About 3 weeks ago, I read a book to my 3-year-old grandson, Josh.  It was entitled, “The Hungry Caterpillar”.  As you might suspect, it was the story of a caterpillar gradually turning in to a butterfly.  It is quite an incredible process.  We wanted Josh not just to know the process, but also experience it.

We purchased a “butterfly garden” kit.  Contained in the kit were 10 larvae in specially prepared cups.  The larvae ate the food in the cup and started growing.  They kept growing.  Josh was euphoric as he observed the metamorphosis take place.  The cocoons were formed and they started to wiggle, and last Saturday we all experienced the main event:  The release of the butterflies.  Freedom!

Having been so actively involved in the growth of the butterfly garden, Josh now reads his caterpillar book with a new perspective.  He has experienced the process, and therefore understands it at a much more instinctive level.

What Josh learned is what we all need to remember:  If we want someone to grow from our teaching or coaching, get them actively involved in the “doing”.  We can then create true learning.

Posted: May 12, 2026 | Categories: Leadership, Management, Self-Improvement

What happens when we “bite off more than we can chew”?  We have to face the music.

When I was in 5th grade, I played the trumpet.  The band teacher had planned a recital to be performed in front of the whole school.  I was asked to play a specific piece, and I accepted the assignment.  I did so with little knowledge of the song.  That was a mistake.

As I began practicing the piece, it quickly became clear that the song was very hard and beyond my skill level.  I kept trying and things seemed to be getting worse.  Not wanting to make a fool of myself in front of the whole school audience, I decided to back out.  Before I bailed I told my mom.  She didn’t cut me any slack, and said, “Stephen, you gave that man your word and you must keep your word.”  I replied, “But mom, I’ll make a fool of myself.”  Mom responded, “Well I guess you”ll just have to make a fool of yourself.  If you commit to something, you must follow through.”

The day of the dreaded event came, and I still couldn’t play the piece.  With no alternative, I got my mind in the right place, and began by handing the accompanist her part.  I let mind my mind float into another zone.  I played the song beautifully and to perfection.  I could’t believe what was coming out of that horn.

Thanks to Mom for challenging me to be a person on my word.  When we do what we say we will do, we gain confidence and earn respect.  A leader guides someone to a place they would not go on their own.

Posted: April 14, 2026 | Categories: Customer service, Leadership, Sales, Self-Improvement, Team Building

It was in the early 1990’s, and I was reading an article about James Michener, the most popular historic fiction writer of that time.  The article showed a picture of Mr. Michener seated at his desk in front of an ancient Underwood typewriter doing his work.  Word processors were widely available by that time, and most of his books were over a 1000 pages.  In spite of that, he chose to use his old manual typewriter to write.  Hmmm…

A few months later I stopped by a typewriter repair shop to pick up a couple new ribbons.  As I was making the purchase, I asked the store owner why James Michener used a manual typewriter.  His answer came quick and was very simple.  “Feeling”.  Novelists like to put a lot of feeling into their writing, and working on a word processor can blunt that effort.  This answer intrigued me, and heightened my respect for the power of the written word.

So what does the “power of the pen” mean to us?  One benefit is stronger business relationships, which means we improve our ability to create and keep customers.  For 20 years I was a leadership training facilitator.  I would often write a note on a 3×5 card in the spur of the moment to class members.  It was quite common that years later I would encounter an alum from my class who carried one of those 3×5 cards I had written to them.

The Declaration of Independence shows us that when you put a pen to a blank sheet of paper, great things can occur.  Go ahead.  Try it.  Go to a quiet place, put on your “thinking cap”, grab a pen and sheet of paper, and let your mind flow.  It could be an idea or simple note of encouragement or appreciation.  Make a bigger impact!