Break the Glaze

Something has happened to us.  I witness it almost every day; people mindlessly glazing at each other as if we are interacting with a vending machine. Case in point, I walk into a fast food restaurant and watch the interaction [...]

Own it. Solve it.

Great leaders in business, education, the military or government create a culture of connections that inspire people to grow.  When team members feel truly connected to the mission and the core values of the organization, true growth of both the [...]

Hot, Clean, Showers Earn the Return

How do you build a business from one gas station in 1958 into the largest operator of travel centers in North America with more than 750 locations and the 14th largest privately held company with annual revenue of more than [...]

Leadership Regrets… I have a few.

As the Frank Sinatra song goes, “Regrets I have a few…”  In my world, I call them mulligans.  Golfers know that term.  A mulligan is a second chance. A do over. If you have a lousy drive, you turn to [...]

There is no “I” in the word Team.

As leaders, we want everyone to play on the same team.  To support each other, step up for each other, cover for each other…in essence play really nice in the sandbox, have fun and be productive.  As a customer or [...]

Ask the Right Questions to Get the Right Answers

In the restaurant industry, they refer to it as “Two minutes or two bites”. That is when the server circles back to the guest and asks, “How is your meal?” I have made a point of listening to my fellow [...]

Better Than Applause

. . . Cynthia went on to share something about each person’s hobbies, their family, their service in the community – something unique about each and every person. Her comments were specific, interesting and very complimentary. No notes. It was all from the head and from the heart.