Jen Kuhn

Deadbeat Leaders

Kelly and I recently facilitated an all-employee training day for a credit union. The employees were enthusiastic, open-minded and willing to take risks (as it's always a risk when we take the stage!). The following day, we met with their executive team to...

Customer Service: The X Factor

Revolve your world around the customer and more customers will revolve around you. ~Heather Williams There are 6 levels of customer service: Poor Service Recovery Neutral Good Excellent The X Factor Let's talk about Levels 5 and 6. As consumers, when an employee does their…

What’s the Point?

The wisdom of children never ceases to amaze me. During an Easter egg hunt, my six year old niece was on the prowl to find all the hidden eggs. She knew there were four eggs yet to be discovered. I noticed...

Experience the Employee Difference

Picture this: YOU, in a hotel that takes "Pride in the knowledge that our guests can count on Marriott's unique blend of quality, consistency, personalized service, and recognition almost anywhere they travel in the world or whichever Marriott brand they choose". Picture this: That, not...

Leaders Unexpected

"Hope is like peace. It is not a gift from God. It is a gift only we can give one another." ~Elie Wiesel There is much discussion about leadership, the characteristics of a leader and entire blogs, books and businesses dedicated to the...

Malcolm X, Martin Luther King, Jr., and the Pathetic Leadership of ME

"You're not supposed to be so blind with patriotism that you can't face reality. Wrong is wrong, no matter who says it." ~Malcolm X "Cowardice asks the question, 'Is it safe?' Expediency asks the question, 'Is it politic?' Vanity asks the question, 'Is it popular?'...

Stop TOUCHING Me!

“Nothing in the world is more dangerous than sincere ignorance and conscientious stupidity.” Dr. Martin Luther King, Jr. Children bring to the world a sense of hope, innocence, wonder and often times common sense that is unparalleled by their adult counterparts.  The decline of any...

Respect THIS.

Self-absorbed leaders of the world: You are done.  Over-cooked. Fried. Put a fork in yourself.  Or, please, seriously, please, let me.  Just this weekend I heard a supposed “leader” DEMAND respect from his “subordinate”! *Eavesdrop moment*: “You must respect me! I am your BOSS.”...

Your Leadership Legacy

If you are in a position of leadership, formal or informal, you have a tremendous responsibility.   This is not a burden, it’s an honor; one to be taken seriously. At the end of this day, everyday, what type of legacy will you leave?  I was...

Customer Service Wake Up Call

There are certain expectations consumers have of businesses.  They are just a given, with no questions asked.  For example, when you eat at a restaurant you expect that you will not get food poisoning.  When you take your clothes to the dry cleaner, you...

The Invisible Consumer

Have you ever felt ignored, unimportant, annoyed, upset, disenchanted or as if you were a bother as a customer, patient, parent or student?  Where your are basically…invisible? The state of service today is disgusting to say the least. The latest research shows that only 4%...

The Apple iPhone 4 has a Death Grip on YOU

If you own an Apple iPhone 4, I give you my condolences.  Right now, Apple has you in a consumer death grip.  The problem as you know, is that the antennae on the phone causes dropped calls when the user holds the phone a...

Internet and iPhone and Blackberry, Oh MY!

In this age of technology, I often wonder whether or not we are too connected.  Gone are the days when we each had a level of anonymity or uninterrupted time to ourselves.  Today we have the ability to stay in touch with everyone, at...

Snapshots of Inspiration

I believe that in order to lead, you must also be able to inspire.  Inspiration. When was the last time you were truly inspired?  When was the last time you were the source of someones’ inspiration?  I don’t believe (completely) in the idea...

The Untapped Market of Customer Service

I find little evidence of a positive customer service trend in businesses today.  I look for it at every opportunity.  I’m like a scientist, analyzing the data and concluding that most employees and companies don’t give a rip about their customers.  The average consumer...

Perfection or Progress?

There are perfect games in baseball.  Just check out Chicago White Sox player Mark Buehrle.  There are perfect 10s in diving.  Greg Louganis comes to mind. There are perfect routines in gymnastics. Remember Mary Lou Retton?  Or Nadia Comaneci? How many of us grew up...

4 Sure Fire Ways to Alienate Your Employees

I am sure we have all experienced an ineffective manager (also known as the bad boss) at one point in our professional lives.  The bad boss does exist and is still alive and well in many of today’s work environments.  Bad bosses drive good...

Wanted: Inspiration

“I’ll be more enthusiastic about encouraging thinking outside the box when there’s evidence of any thinking going on inside it.” ~Terry Pratchett I’m sitting in a hotel room.  It looks exactly like the one I was in last week. That idea simultaneously comforts...

An SOS From a Coach – What Advice Do You Have?

I have the honor and privilege to work with many managers and supervisors in developing and enhancing their management and leadership skills.  I often get emails from clients asking for input, feedback, a life line and help.  Over the last month or so I...

Talk to Your Team Thursday

When was the last time you got of your office and talked with your team?  And when I say talk to your team, I don’t mean about work.  As a leader part of your responsibility is to connect with your team and build relationships. What...

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