Tags: leadership, putting others first, development, rapport, culture Sometimes being a leader means putting your employees or team members first. In this episode, we hear how one of the founders of Flight Centre puts an employee first. It’s a story that we often tell when asked for a good example of leadership. We also talk […]

We’ve all heard it. “That’s how we do things around here.” It brooks no argument and is a strong signal that changing the behaviour might be difficult. That is, of course, if you tackle the issue directly. An alternative might be to use this little story that was told by a taxi driver as I […]

A company that values customer service should be teeming with customer service stories. But what do you do if this is not the case? The Ritz-Carlton has developed a narrative-based approach for ensuring customer service is in the minds of all their people. It was described in this Business Week article but I first discovered […]