Why the Same Problems Keep Coming Back
The one question leaders should ask before searching for another solution Few things frustrate a leader more than a problem that should have been resolved long ago—but keeps coming back….
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Is Your Organization Getting Stronger—or Just Busier?
A full calendar can create the illusion of progress. Meetings are held. Reports are submitted. Problems are discussed. Training is scheduled. New initiatives are announced. Everyone is busy—but is the…
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The Invisible Decisions Behind Exceptional Service
Over the past few months, I’ve written three different Facebook posts about the exceptional service I’ve received at my local Publix. That may sound unusual. After all, how often do…
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Run Toward the Problem Before Your Customer Runs Away
Why the best organizations don’t wait for online complaints to discover what’s wrong. Last week, during a mastermind discussion, someone asked a question that many organizations eventually face: “How should…
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Why the Calmest Person in the Room Often Has the Most Power
What business leaders can learn from elite diplomatic interpreters about communication, clarity, and leadership under pressure. Recently, I read a fascinating post from my brilliant friend Rosemary Ravinal about diplomatic…
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Why Some Locations Win While Others Struggle (And It’s Not What You Think)
If you lead a multi-location organization, you’ve likely asked: How can two locations—with the same brand and model—produce completely different results? One thrives.Another struggles. At some point, it stops making…
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Why Smart People Stay Busy and Still Don’t Get the RightThings Done
Most people think they have a time problem. They usually don’t. They have a problem-solving problem. That may sound blunt, but it’s often the truth. We start the day with good…
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What Nuclear Security Can Teach Us About Fixing TSA
Every time there’s a shutdown or TSA headline, the same question arises: should airport screening be privatized?
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When Problems Aren’t Black and White: Why Frontline Teams Need a Process
Most organizations invest heavily in developing their leaders, and that matters. But customers don’t experience our leadership in the boardroom; they feel it in every frontline interaction. That’s why a…
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How Single‑Lane Problems Become Three‑Lane Pileups
This article explores the three-chair problem solving method for better leadership decisions.
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