ARTICLES
Ideas and observations on pressure, leadership, and service.
Explore by topic:
Performing Under Pressure | Leadership Effectiveness | Service Culture
More Friction, Less Flow
Why capable people underperform.
Why do very capable people sometimes perform well below their potential precisely when it matters most?
Running on Empty
Years ago, I flew to Bali to deliver a sales training programme — one I had delivered many times, always with excellent results.
Two days before the programme began, I slipped on a pool of water from a leaking air conditioner and hit my head on a tile floor. I was badly shaken, and concussed.
The Teaspoon Formula
Early in my career as a training manager, I was summoned by the General Manager. We were both new to the property, a large city hotel. In his first weeks on the job, he had reviewed the previous two years of guest feedback — comment cards, letters, the lot.
The Limits of Intelligence
Years ago, I flew to Bali to deliver a sales training programme — one I had delivered many times, always with excellent results.
Two days before the programme began, I slipped on a pool of water from a leaking air conditioner and hit my head on a tile floor. I was badly shaken, and concussed.
My wife stopped shouting at me.
Years ago, I flew to Bali to deliver a sales training programme — one I had delivered many times, always with excellent results.
Two days before the programme began, I slipped on a pool of water from a leaking air conditioner and hit my head on a tile floor. I was badly shaken, and concussed.
Insecurity in Disguise
Years ago, I flew to Bali to deliver a sales training programme — one I had delivered many times, always with excellent results.
Two days before the programme began, I slipped on a pool of water from a leaking air conditioner and hit my head on a tile floor. I was badly shaken, and concussed.
The Source of Service - Part 1: When the Standard Becomes the Goal
Years ago, I flew to Bali to deliver a sales training programme — one I had delivered many times, always with excellent results.
Two days before the programme began, I slipped on a pool of water from a leaking air conditioner and hit my head on a tile floor. I was badly shaken, and concussed.
The Source of Service - Part 2: When Stars Collide
Years ago, I flew to Bali to deliver a sales training programme — one I had delivered many times, always with excellent results.
Two days before the programme began, I slipped on a pool of water from a leaking air conditioner and hit my head on a tile floor. I was badly shaken, and concussed.
The Source of Service - Part 3: Climate
Years ago, I flew to Bali to deliver a sales training programme — one I had delivered many times, always with excellent results.
Two days before the programme began, I slipped on a pool of water from a leaking air conditioner and hit my head on a tile floor. I was badly shaken, and concussed.