Anticipation vs. Expectation

It was mid-October when I received the call. On the other end of the line was a manager whose tone told me he was not happy. “Something is wrong with my scorecard,” he said. “You need to get it fixed right away.” Like many organizations, our company utilized a monthly performance scorecard to track a … Continue reading Anticipation vs. Expectation

3 Ways to Hold Yourself More Accountable

During a recent webinar series, I likened managers who avoid accountability to the leader in Hans Christian Anderson’s tale “The Emperor’s New Clothes.” In this story, two charlatans tell the emperor that they are master clothiers. They offer to make him a beautiful suit like none he has ever seen. Furthermore, they say, the cloth … Continue reading 3 Ways to Hold Yourself More Accountable

Are You a Former Performer?

Just about every workplace has one; that guy or gal who never delivers, but always has an excuse. It’s never their fault. There’s always some external reason that explains why the project wasn’t completed on time or the sales goal wasn’t met or customer satisfaction is down. Despite their best efforts, someone or something got … Continue reading Are You a Former Performer?

Feet to the Fire: Keys to Personal Accountability

By now, close to a third of all New Year’s resolutions have been abandoned. Think about that. Millions of people announced an intention to make some kind of significant change in 2016; and less than three weeks later have walked away from that commitment. Is it any wonder that more and more people have decided … Continue reading Feet to the Fire: Keys to Personal Accountability

Knowing When Not To Quit

Earlier this year, social media lit up for a few days after a University of Oregon runner, Tonguy Pepiot, narrowly lost the men's steeplechase event at the Pepsi Team Invitational. It was back in April and Pepiot, well ahead as he approached the finish line, slowed down and raised his arms in celebration of his … Continue reading Knowing When Not To Quit

What Makes a Top Performer?

Last week, I had a conversation with a couple of people about identifying their top customers. It’s been my experience that when asked to name their best customers – that is, those who contribute the most to the business – the majority of people get it wrong. A look into actual sales data and performance … Continue reading What Makes a Top Performer?