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Vanished- Where Has Service Gone?


Leadership Attitude

It’s simple in concept...
  • Surround yourself with high levels of aptitude
  • Generously give others the credit
  • Take responsibility…put yourself out there to be ultimately accountable.
I’ve never met a great leader who didn’t embody these qualities. And more importantly, I’ve never met anyone who acts this way that isn’t a great leader…no matter their title.
Really hard to execute…but it starts with a mindset, a world view that this attitude is what it takes to lead and to make change.

Hostess vs. Innkeeper

  • hides behind a podium 
  • smiles and says hello
  • moves you along
  • processes
  • assigns tables
  • takes you to your seat
  • keeps things moving along
  • says good bye and thank you
  • position themselves to “dance"
  • welcome
  • get to know
  • seek to understand why you’re here
  • pick up clues
  • deliver the unexpected
  • make new friends, and...
  • remember old ones
  • create comfort and trust, so...
  • they can get the truth when people leave
Innkeeping requires vastly different skills than hostessing. But first you need to understand why you’re doing it…so you know who to hire.

Marketing Simplified

The work that gets noticed and gets talked about changes lives for the better. So do things that matter…ignore everything else.
The best way to spread the word about your work is through other people…people willing to go on a crusade with you about what you’re doing.
And the only way to build a tribe of loyal raving fans is to develop trust…by sharing the purpose of your work through personal connections and by keeping your promises.
Simple ideas…really hard work. 



Innkeeping Isn't Reserved for an Inn

This from one our local self storage facilities...proves that everyone can be an Innkeeper. It's a simple choice really. Decide that care matters...and do it.


Sucking Down

Really enjoyed this recent Tom Peters quip...An effective brand you knows "sucking DOWN" is 10-100X more important than "sucking up."

It reminded me of the single most important life lesson I've learned in my adult time on the planet. Pandering to those above you (or to yourself) is never as effective as investing in the development of healthy relationships with your peers, team member and family. This is where leadership starts...and ends.