Want performance? Learn your stories.

Your organization’s performance improves as soon as you start paying attention to your stories. They are the building blocks of your culture. First things first: Let’s define culture as “how we do things around here.” If “how we do things” is “with excellence” or “showing ultimate care” or “always serving the customer” or [insert what makes you stand out here] …

The observation Scrooge made at the Fezziwig party

“A small matter,” said the Ghost, “to make these silly folks so full of gratitude.” “Small!” echoed Scrooge. The Spirit signed to him to listen to the two apprentices, who were pouring out their hearts in praise of Fezziwig: and when he had done so, said, “Why! Is it not! He has spent but a few pounds of your mortal …

retail management

Retail management: Educate the Idiots

Retail management is tougher than customers think. Having said that: “You’ve got to educate the idiots.” That’s what a business owner told me when I asked about his independent vintage clothing shop. His struggle in retail management: keeping customers out of malls and big-box retailers, patronizing his shop instead. If they bought from him, they could shop local! Have an …