Angela Franklin, the President of Des Moines University, spoke at 90 Ideas back in September, and urged leaders to acknowledge the power that doubt and fear can have over a team. The techniques she recommends are based in part on … Read More
Mary Coffin of Wells Fargo has a great nugget about customer experience at 90 Ideas. I found it to be a new way to look at efficiency versus effectiveness. Each customer interaction depends on four ingredients:People, Process, Data, and Technology … Read More
Two weeks ago, I wrote about Scott Raecker’s water obsession. I also said there were two big things he shared at 90 Ideas. Here’s the other, and it’s timely, because New Year’s resolutions are coming in just a few weeks… … Read More
Beware the 30-minute meeting—or the 60-minute meeting. Setting up time blocks that go straight into the next block’s beginning have these results for the heavily-scheduled: No time for a restroom break, so when you take one, you’re late. Growing apprehension … Read More
In a recent address from Dana Wingert, the Des Moines Chief of Police, he emphasized the value of everyone in an organization thinking a rank or position above themselves. The guiding question is this: “How would my boss handle this, … Read More
People who offer more praise look for opportunities to compliment others and recognize their contributions. Some leaders think that praise is a waste of time, or that good work is enough of a given that praising good work will make … Read More
A way-too-common leadership behavior is the opposite – maintain harmony. “I don’t want to sweat the small stuff.” “I hate confrontation.” “They’ll figure it out eventually.” “Maybe a gentle all-staff email will help.” Great leaders develop fantastic relationships and address … Read More
Here’s a common question, but it’s confusing and vague: “Would you mind?” For example, “Would you mind getting the report in a day early?” Seems like a basic question – but how do you handle the answer, “Sure!” Lots of … Read More
When I was a band teacher, we experienced a staff cut. In 10 years, the department went from 7 teachers serving about 500 students to 5 teachers serving 600. The superintended gave us that left-handed compliment that’s supposed to reassure … Read More
I heard a great question from Des Moines business leader Nora Everett of Principal: “How would you put yourself out of business?” Whether you apply it to your entire business, or your team, you can come up with some great improvement … Read More