A common declaration that I hear from businesses is, “Our complaints are down by X%.” Many of these businesses are impressed with their ability to resolve customer complaints quickly and even more impressed with reporting the numbers. To be fair, it is laudable when complaint rates fall and remain low. But, here’s the problem. Some …
What appears when a leader is unmasked? Does the unveiling reveal a wholesome individual who possesses authentic competence? Or does it expose a title-dependent imposter, masquerading under a polished veneer of expertise? Both personas are present in today’s world. I have met many leaders whose identities are so defined by their titles, that they neglect …
A successful customer experience begins with a promise to meet a customer’s expectations and then delivering on those expectations. It sounds simple enough. Make a promise and deliver a curated experience. Yet, if the formula is so straightforward, why do so many businesses fail the delivery test? The answer lies in the art of curation. …
There is a popular school of thought that equates a grand title, to leadership mastery. This assumption is not always true. In today’s world, a leader must prove himself or herself worthy of owning the title in order to gain acceptance, trust and respect. True ownership is expressed through constancy in values, purposeful vision and …
It’s Carnival time in T&T and what is inescapable, is the level of experience perfection displayed in the execution of some of the signature “must attend” events. One major takeaway from the superlative effort that goes into the production of these events, is that the businesses and entertainment teams tasked with execution, are intentional about …
I believe that beyond creating and curating the state of play in a business, leaders are responsible for executing another compelling mandate. They must unlock personhood in individuals. Guiding someone toward personhood, is one of the most noble and satisfying acts a leader can accomplish. Have you noticed how many individuals remain locked within themselves? …
I believe that one of the most valuable outcomes of leadership, is human transcendence. This occurs when an individual elevates his or her mind to the point where he or she embodies the best traits of humanity and then goes on to impact the world, in a positive way. The most impactful leaders I know …
I cannot understand why people still expect good managers to automatically be good leaders. This assumption creeps in so subtly that when a high-performing manager commits a leadership misstep, everyone is shocked. The commentary often sounds like, “How could that happen? Paul or Marsha is such a good manager.” The truth is simple. Managers are …
Trinidad and Tobago cannot afford another decade of mediocrity in customer service. Like every citizen of this country, I have experienced both deplorable service and moments of stellar customer care. My experiences during the Christmas season reflected this stark contrast. In one instance, to my sheer delight, a bakery attendant walked over to a neighbouring …
Have you ever noticed how differently you feel when you are in the presence of a true leader? The experience is one of glorious serenity. Your spirit rests at ease, free from tension and at peace. There is no energetic dissonance, only harmony. There is no fear, no unease. Just effortlessness of leadership. Such leaders …