All smart leadership and business decisions are founded on the bedrock of character and integrity. Operating with character and integrity means having unwavering certainty, especially when faced with difficult choices. Source: Inc., August 19, 2024. Link. It takes 20 years to build a reputation and five minutes to ruin it.” – Warren Buffett INSIGHTS: Integrity is the … [Read more...]
Logic, emotion affect decisions
A better understanding of decision-makers will lead to more productive client conversations. Simple decisions are mostly dominated by logic, while more complex decisions are derived by the emotional components of decision-making. Source: Veterinary Advantage, October 2023. Link. Attitudes are dynamic, changing based on each situation and the moment in … [Read more...]
Personal transformation through leadership
The best leaders elevate our standards, ethics and performance by creating opportunities for personal transformation. Source: Giant Leap Consulting, July 2024. Link. There is no more powerful influence on the culture of a workplace than the behavior of its leaders. <The best> leaders model then elevate our standards, ethics, and performance by creating opportunities … [Read more...]
Adjusting to your customer
The ability to connect with customers in a meaningful way and offer solutions that meet their needs and solve their problems means you’ll be relevant to them. Source: Veterinary Advantage, December 2023. Link. Explore the challenges that each customer is facing and find ways to help.” INSIGHT: Every team member is a representative of your practice. … [Read more...]
Interested? Then ask.
While no one wants to be seen as rude, nosey, overbearing or insensitive, I believe the fear of asking some questions is often overblown. Source: Veterinary Advantage, August 2023. Link. How can we help others succeed if we don’t know where they want to go?” INSIGHTS: Ask “And what else?” until the answer is “nothing.” Also see: The power of questions, AHD Archives, … [Read more...]
Toxic leadership
A good leader inspires, motivates, and guides their team towards success, writes Craig Wallace, KCAHC’s 2024 Iron Paw Award Recipient. Source: LinkedIn Pulse, July 2, 2024. Link. “The effects of toxic leadership can be profound for any collective effort potentially destroying an enterprise…” INSIGHT: Courage and action are required individually and by the organization. … [Read more...]
Thriving leadership
Self-leadership is the foundation that qualifies you to lead others. The author shares five tips to strengthen your self-leadership. Source: Giant Leap Consulting, July 2024. Link. At their core, arrogant leaders are fearful leaders which requires exploring what’s driving the fears and working through it. What good have I done today? - Benjamin Franklin’s end-of-day … [Read more...]
Meeting customer expectations starts with employees
Customers want to deal with businesses that are consistent, reliable, accessible, helpful and prompt. Their expectations have never been higher and people want to work for companies that provide a great employee experience. Source: Forbes, November 7, 2023. Link. There is real benefit to companies that recognize the vital link between employee experience and customer … [Read more...]
Rest is NOT a waste of time
Rest is an elusive need that many of us have trouble making time for, despite how badly we need it. Source: Repertoire, May 2024. Link. With the busyness of our work schedules and daily lives constantly compounding, it’s important to build time to unplug from our phones and calendars to recharge and reset. You will be better at whatever role you have by simply taking time … [Read more...]
Undoing cynicism at work
The rise of cynicism is making many of us miserable at our jobs. Only 15 percent of workers say they are thriving, with the rest saying they are indifferent or downright miserable at work. Source: AXIOS, June 11, 2024. Link. Cynicism, if it were a pill, would really be a poison." - Jamil Zaki, PhD INSIGHT: Start by fixing your own cynicism. … [Read more...]
Summertime reflection
Consider a few minutes of rest and renewal through a summer morning reflection. Source: LinkedIn Pulse, May 30, 2024. Link. A moment each morning will reignite your passion and devotion to your work.” INSIGHTS: Making time to sharpen the saw makes the job easier. … [Read more...]
Attitude, value, and talent
The Covid years were difficult for everyone. Yet some practices and their people emerged stronger. Why did some grow while others wilted? Source: Vet Advantage, April 2022. Link. What we perceive as value may not be what our customers value now.” INSIGHTS: Malone shares his belief that when you stop growing, you begin to die. How did you improve yourself today? … [Read more...]
Overcoming negativity
Seventeen simple words and a ton of psychology research about the best way to escape negative thinking. Source: Inc., May 17, 2024. Link. According to a massive recent study with one million participants, positive, happier people are simply more likely to be successful in life." INSIGHT: If you want to feel better yourself, focus on helping others feel better … [Read more...]
Continuous improvement
The moral of the story is if something worked yesterday, that doesn’t mean it’s the best thing to do today. Look at every interaction point a customer has with your organization and ask, “Is there a way to make it better?” Source: Vet Advantage, April 2024. Link. INSIGHTS: Always look for improvement. … [Read more...]
What do your customers value?
In most parts of the U.S. your potential customers have multiple clinics to choose from. So how do you differentiate your practice from others? Source: Vet Advantage, May 2023. Link. <BQ> “The same advice I gave distribution reps who are calling on your practice will work to create connections for the potential customers of your clinic.” INSIGHTS: It’s all … [Read more...]
Business storms
Did you ever notice how fresh the weather feels after a storm? Source: LinkedIn Pulse, April 19, 2024. Link. Leadership, much like weathering a tempest, demands a mix of resilience, foresight and the ability to venture beyond familiar territories.” INSIGHTS: Weather, either good or bad, doesn’t last forever. … [Read more...]
You ARE a potential leader and in sales!
A clinic’s success is not dependent on one or two people. Everyone working together influences the customer and the staff. The most successful clinics encourage and support leadership skills throughout their organizations. Source: Repertoire Magazine, April 2024. Link. Leaders are determined by their followers. No committed customers. No sales … [Read more...]
Logic and emotion
A better understanding of the dynamics of decision making will lead to more productive client conversations. Source: Vet Advantage, October 2023. Link. Attitudes are the road map for decisions. <BQ> “The good news is that attitudes translate into actions, and that is something you can see in your customer’s body language, hear in your customer’s voice, and … [Read more...]
Solitude
Being lonely and being alone isn't the same. There are real health benefits to spending time by yourself. Source: AXIOS, March 26, 2024. Link. Solitude can relieve stress, boost confidence, and teach us something new about ourselves.” INSIGHTS: Sometimes you need expert advice. Listen to your inner voice. … [Read more...]
Words are important
There are strong words and weak words. There are resisting words and accepting words. The words you choose are a vital component to your success and these four tips will help you pick the right words. Source: BIG Think, March 27, 2024. Link. When the conversation is positive . . . using the pronoun “you” increases engagement . . . but, avoid “you” when the … [Read more...]
Finding joy
Kids are uniquely good at living in the present, being curious and making the most of their surroundings. They look for reasons to do things while many adults often look for reasons not to act. Source: AXIOS, March 19, 2024. Link. Our kids’ unique skills can help us solve problems and find happiness even as adults.” INSIGHTS: Be curious. … [Read more...]
A failure to communicate
Your paycheck may say you are a CEO, a senator, a manager, a teacher or a DVM. But you are really a communicator. Communication is a team sport. Clarity is everything. Source: AXIOS, March 14, 2024. Link. “When you are sick of hearing yourself say your big mission, it is just starting to sink in.” INSIGHT: Be direct. Say what you mean and mean what you say. … [Read more...]
Silent communication
In person, words make up less than 10 percent of your communication. Non-verbal clues will aid in understanding. Here are tips to help you read body language effectively. Source: HelpGuide.org, August 2023. Link. Consider all the nonverbal signals you receive, from eye contact to tone of voice to body language.” INSIGHTS: Trust what you see. Also see: How to … [Read more...]
Doing for others
To lock in and truly listen is a hard skill to master. It starts with shifting our gaze from the phone — or mirror. Source: AXIOS, February 29, 2024. Link. I cannot remember a single wish that she espoused that was truly for herself, other than to be with her people — and her greatest joy was in their happiness." INSIGHTS: The most meaningful success is helping … [Read more...]
Longevity’s secret
Many people don't put thought and intent into optimizing the one thing most do more than anything else . . . work. Source: AXIOS, February 22, 2024. Link. Worldwide sixty-two percent of employees are indifferent to their work lives. Eighteen percent are downright miserable. INSIGHT: Note the quote from Hal Buell obituary, “I had the greatest job in the whole … [Read more...]
Managing online reviews
If there are positive online reviews, they should be followed by an acknowledgment from the hospital thanking that customer within a week. Source: Vet Advantage, February 2022. Link. If there are negative reviews, they should also receive a response, but within 48 hours. INSIGHTS: The real objective is not to prove you are right, but rather to minimize the … [Read more...]
And, “What else?”
Most communication failures occur when we do not fully understand the customer’s point of view. Source: Vet Advantage, December 2022. Link. When the customer has answered your initial question, and you have acknowledged their response, the next appropriate follow-up question is, “And what else?” INSIGHT: Feeling nosey? Do not worry as leaders are naturally … [Read more...]
Consistent ordinary produces extraordinary
What a leader does every day may seem ordinary, but ordinary things done consistently are what it takes to be extraordinary. Source: Linkedin, February 5, 2024. Link. You have not had it easy. You have experienced setbacks, barriers, and people who were not on your side. Consistent focused persistence yields results.” – P.T. Malone … [Read more...]
Groundhog day again?
The iconic movie “Groundhog Day” is amusing, but also mirrors our journey in leadership and personal growth. Source: Linkedin Pulse, January 30, 2024. Link. Each iteration is an opportunity to refine strategies, enhance decision-making, and lead with more empathy and understanding. INSIGHTS: Embrace persistence and resilience. … [Read more...]
Do it NOW!
Speed has a force-multiplying effect. It eliminates festering problems faster and accelerates vital progress on important to-dos. Source: AXIOS, January 18, 2024. Link. Get it out of the way and you have freed up bandwidth . . . INSIGHTS: Per the old time management tip . . . handle it once. Also see: The Two-Minute Tool, GTD®, May 19, 2020. Link. David Allen explains … [Read more...]