A Personal Invitation From Hugh

Have you ever been frustrated by your effectiveness and progress, struggled to get out of your own way or found yourself beaten by people with less talent and skill? If you have, you’re not alone. In fact, I felt the same way for decades. It was so extreme, and my fear of not being good […]

Three Must-Do Steps for Delivering Positive Feedback

I know you’re busy. You have a long list of important and strategic priorities continually calling you. And, most days, you feel overwhelmed and over-scheduled. One of your priorities is to deliver positive feedback. And with good intentions, you’ve likely said to an employee “great job on the Phoenix Project.” While the intention of your […]

Why Your Technology Upgrades Are Degrading Your Customer Experience

My mother-in-law’s bank had a planned website upgrade. The intent was to improve the customer experience, drive stronger customer loyalty and make an investment in growing bank deposits. After nine years of focusing on cost containment and risk reduction, the banking industry has recognized that upgrading technology is mission critical to engaging their customers and […]

Are Your Employees Running To Work or From Work?

What percentage of your employees are doing the minimum amount of work required to keep their jobs? Perhaps they are not underperforming to the point you want to “suggest they find other opportunities” nor can you put them on a performance improvement plan. But you know they are not giving nearly the effort they are […]

The Worlds Simplest Formula For A Happy Customer and Employee

Do you know what the world’s simplest formula for a happy customer is?  It is surprisingly simple. Here it is: Do what you say you’re going to do. Doing so results in happy customers as well as happy employees.  When you articulate what you stand for as a business and or as a leader and […]

Does Your Project Matter?

Photo courtesy of iStock Photo Unfortunately, projects have earned a bad rap lately. Some projects are cumbersome and lumbering. They involve people who view the project as a time suck and in turn lack the creativity and enthusiasm for doing meaningful work. Or, projects can be a vehicle for doing meaningful, fun and transformational work. […]

The 3 Strategies For Delighting Your Customers

I attended a meeting this week at the Castle Hill Inn in Newport, Rhode Island. The Castle Hill Inn is a prestigious high end hotel my mentor, Alan Weiss, has raved about. When Alan raves about a product or service I look forward to experiencing it as he has superb taste. When I arrived the […]

Are You Working With Professionals or Amateurs

Video Notes This week I want to talk about professionals versus amateurs. Some people say it’s really expensive to hire a professional. I’ve actually heard that it’s expensive to work with me…I know that. I want to say to the people who say this, if you think it’s expensive working with a professional like me, […]

Hugh’s Words of Wisdom Wednesday

There are four primary barriers that inhibit you from doing your best work and need to be overcome. They are: 1. Inertia. Inertia is seductive. It’s easy to get lulled in to doing your work in ways you’ve always done it even if it doesn’t work anymore. There is a tendency to become enamored with […]

Hugh’s Words of Wisdom Wednesday

There are four primary barriers that inhibit you from doing your best work and need to be overcome. 1. Inertia. Inertia is seductive. It’s easy to get lulled in to doing your work in ways you’ve always done it even if it doesn’t work anymore. In far too many organizations leaders have become enamored with […]