My colleague and dear friend, Phil Wexler, has been a beam of enlightenment for me for many many years. He’s a great philosopher, speaker, trainer and though leader in many areas- especially Sales and Customer Service. Phil, a big fan of Illuminate, reminded me that a chapter in his book, The Quest for Quality, is [...]
Illuminate the Negative vs. Complaining and Whining class="entry-content"> During yesterday’s interview with the Washington Post, I was asked whether an organization who adopts the Illuminate Philosophy will be inundated with complainers. That’s a great question and one which we confronted in the early 90′s when we formed the model. NO. ILLUMINATING ORGANIZATIONS HAVE LESS COMPLAINING [...]
I read this morning that trust is the basis of excellent business relationships and that sincerity is the basis of trust. Sincerity? ‘No really, I mean it’. Why do we have to say that ‘I mean it’. Shouldnt we always mean what we say? Worse is when someone says, ‘let me be honest with you.’ [...]
Ok, I confess. As a kid, sometimes I would ask my Mom to keep the light on as I was falling asleep- classic ‘fear of the dark’. The odds were against a fire coming through and killing me much like it did to Bambi’s mother but still, the dark was a fearful space. Now segue [...]
The most wonderful gift we can give ourselves and others is the gift of forgiveness. Think about it. We go to the Doc for a heart test where she brings our heart rate way up on stairs or a treadmill, and the test is to see how soon our heart rate comes down to normal- [...]
Unless you Get REAL Since the 1950s when Stanford’s Albert Humphrey developed the SWOT analysis (Strengths, Weaknesses, Opportunities and Threats, it has been used by companies and individuals all over the globe. That’s the GOOD news. Here’s the rest of the story from my perspective and, yes, I consider it to be pretty BAD news. [...]
Small things-BIG Impression Mea Culpa. At our son’s wedding, we selected a wonderful caterer- excellent reputation- nice people. So, at the event, when we realized that some of the delicious meals were not hot enough we were a bit disappointed. We didnt know if ours were the only ones that were not up to par. [...]
The Pride Day Parade in San Diego was fantastic. It was like the 60′s and 70′s because there was a focus on freedom and equality. This great nation has been built on diversity- and as sensitive as the issue of Gay Marriage is- we will emerge from this issue on the right side- the side [...]
Having spent my ‘formative years’ in New York, I developed a ‘New York State of Mind’…. whatever that is. I think that it’s a penchant for pragmatism. Huh? Yeah, that’s the ticket.. pragmatism. It’s the ‘get real’ attitude. I think that ‘s why we’ve gotten amazing results with clients. Recently, one of my dear dear [...]
Been spending some time lately at the VA Hospitals. Dad is 91yrs, veteran of WWII and has numerous health challenges- so I help when and where I can. Having worked with the VA through the years, I have seen, first hand, some of the challenges that they were having and some of the areas which [...]