Leadership That Stimulates Change

LEADERSHIP THAT STIMULATES CHANGE focuses on the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.

Bill is recognized as the Performance Excelerator because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

As a senior executive with over 30 years experience, he works with senior leaders to navigate change and influence and inspire higher performing, customer-focused cultures that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees.

Everything Counts

Recently I was in Banff Alberta for a client conference. As part of the programming there was a golf excursion planned to the Banff Springs Golf Resort. This was an exceptional opportunity to play on one of Canada’s most picturesque courses — and it was included in the invitation to the conference. The day was warm and dry and the views on every hole were spectacular. Surely, this was going to be a day to remember. No matter how badly I golfed, what could possibly ruin a day like that? At 11:40 am we approached the pro shop/restaurant before staring the back nine. We were greeted by the sight and smell of hamburgers grilling on the outdoor barbecue. Just enough time to stop for a quick bite before heading off to play the back nine. Could it get any better? When our foursome approached the counter, I asked for a… Read more »

How to Deal with Your Worst Employee

If you are like many businesses, you may have a couple poor employees — consistently under-performing. Some would suggest that they need to be pruned in order for the business to remain healthy and grow. Philosophically I agree — however, before pruning ask yourself why they are under-performing. Here are a couple thoughts for consideration. Is it because they are a round peg in a square hole. Do they have all the character elements but yet still aren’t successful in their role. Maybe you need to consider a change in role to one where some of their strengths may have the opportunity to shine. I once had a team member who had all the character elements but just wasn’t succeeding in the marketing area. His attention to detail wasn’t strong, which was fundamental when proofing ads and hitting deadlines. So we moved him into a sales role where he had… Read more »

Don't Be A Jack of all Trades

I read a post by Dumb Little Man that encourages people to focus on their strengths versus their weaknesses. This advice seems counter-intuitive, since we all should be striving for improvement in our lives — and our businesses. Their point is “you’ve got the potential to go further with your natural strengths than you do with your weaknesses.” When we build on our strengths, we continue to set ourselves apart from others who do not share the same strengths. It contributes to our uniqueness that makes us memorable — either as a person or a business. If we spend too much time trying to shore up our weaknesses, then we become exceptional at nothing — a “Jack of all trades, master of none”. I agree, with a minor adjustment. Where I think this statement needs further clarification is in the area of Character. Where we have weakness in our character,… Read more »

Everything Counts — Be Careful of Your Associations

Recently we had a very poor experience with our local dry cleaners — poor enough that we have stopped using them after years of patronage. My wife took my daughter to have a dress altered for her Grade 8 graduation formal. A little tuck on each side. When my wife picked up the dress she was told this small alteration was $50.00 — much higher than she was led to believe when she dropped it off. The owner indicated that he would adjust the price accordingly. However, the entire time my wife was in the shop, no explanation for the increase was offered — in fact, the seamstress didn’t even acknowledge her. When my daughter tried on the dress we discovered it was significantly too small. The zipper would no longer close by approx 4 inches. At this point, my wife was very upset and my daughter almost in tears… Read more »

Hire for Character not Competence

Hiring properly is one of the keys to engaged employees — making sure that the people you hire are the kind of people you want as part of your team. I recently went to the hardware store looking for a part for a door. The first person pointed me in the right direction – no luck. I asked a second person who directed me to a third person who directed me to a fourth person. Finally the fourth person took me directly to the appropriate section and then when they were also unable to find the correct part, looked on the computer to find it. Everyone one in this chain had the “competence” of knowing where to look, but only 1 person had the “character” to make the time to take me there. At Pret a Manger, they hire happy people and teach them how to make sandwiches versus trying… Read more »