Human Resources: Take the Next Step Up and Serve the Customer

Traditionally, Human Resources has been considered an internal function whose role is attracting, developing, retaining, rewarding, and generally serving employees. This traditional view prevents many HR professionals from realizing their full value as contributors to the quality of a company’s … Read More

A Personal Path to Service

For the past 40 years I have been on a mission to improve the world. The vision that motivates and sustains me is a world in which everyone is educated and inspired to excel in service to others. In support … Read More

My Grandmother was unusual. Who was yours?

Unusual people and events have powerfully shaped my life, and the lessons I’ve learned from them are the roots of my unrelenting passion. My grandmother was my earliest inspiration. She taught kindergarten in New York City for 40 years, and … Read More

Leading from All Levels in Your Organization

If your company is going to pursue building an uplifting service culture, leadership must initiate and support the process. But service leadership must be extended and ultimately embraced at all levels of the organization. Let’s take a closer look at … Read More

Don’t Just Collect Data; Create Value

Service Measures and Metrics are a valuable building block for service improvement. But to build a service culture, the methodology of these metrics must be uplifting for those you query and for the members of your team. Service Measures and … Read More

There IS a Proven Path to Service Excellence

What are the major challenges leaders and organizations must overcome to build a competitive advantage with a strong and sustainable service culture? New video – 2.5 minutes. Watch it now.

Out of the Blue and into the City of San Bernardino

Out of the blue came an impassioned two page plea from a California policeman, Richard Lawhead (yes, that is his real name), who works in a bankrupt city (San Bernardino) asking if there might be any way that I could … Read More