Category Archives: Manager


“Correction does much, but encouragement does more.” Goethe As an experiment, I’ve changed my approach to communicating with my team at work. Why I have waited this long is a mystery. I guess part of it is the anticipation of … Continue reading

Posted in 31 Day Challenge, Answers, Bottom Line, Disney Institute, Front Line, Goals, Leadership, Learning, Manager, Retention, Talents, Teamwork, Training | 5 Comments

Who is responsible?

You are a manager. Good! You are working the front line. Great! A customer comes in. Wonderful! They want to see you. Sweet! They don’t look happy. Uh-oh! They want to lodge a complaint about one of your employees. Rats! … Continue reading

Posted in Complaint, Customer Service, Front Line, Manager, Resolution, Responsible | 3 Comments