Ok, I'm not trying to be cute. I want to remind us to follow Ritz- Carlton's lead. You may recall their world-famous mantra –WE ARE LADIES AND GENTLEMEN SERVING LADIES AND GENTLEMEN. You know what I mean if you have stayed at a Ritz-Carlton Hotel. They do not consider their business as a hotel business. They are in the EXPERIENCE business. The expectations are simple from top to bottom—create an unbelievable experience with every customer encounter. The focus for Ritz Carlton is always on the customer, making them feel like they are staying in their home. Indeed, this is a good model for all leaders. We need to know what customers want and need and how your services can impact [...]

Plenty has been spoken and written about vision, so what is vision? For starters, it should be in writing. When you write your vision out, clarity will be present. An unwritten vision is like using a GPS without specifying the destination. When you put the vision in writing and review it consistently, the brain's GPS kicks in. The head and heart collaborate to reach the desired destination. Most great visions come out of real burden and passion. It is visceral and cerebral. It becomes about who you are and what you do. A compelling vision paints a picture of a better tomorrow. Here is what I know to be true, if you want to develop, communicate, and maximize a compelling vision, [...]