ARTICLES
Ideas and observations on performing under pressure, leadership, and service.
More Friction, Less Flow
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
Two months into my first job 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.