21
Dec

Managing Depression and Mental Illness at Work

This post is part of a month-long series on suicide and depression, in honour of the Fiorella family, who lost their son Lucas, to suicide this year. You can read more about that story here and see more posts via the #notalone hashtag on Twitter. I had a lot of trouble coming up with my post to add to our month-long campaign to raise awareness of …
19
Dec

The NO PROBLEM – Problem!

I recently encountered a problem that I didn’t know existed. Are you aware that “NO PROBLEM” is a problem?  Specifically the term can have a negative impact on the customer experience. I was in a restaurant last week, having dinner with my family. We were eating at an earlier time, so the restaurant was relatively quiet. The couple beside us …
11
Dec

Why is this store SO HAPPY?

A retail store where EVERYONE is happy (including me as a customer)? How is this possible? On a busy Saturday in November (just when the Holiday shoppers are out-and-about), I encountered an assortment of Home Hardware Associates. ALL were happy, friendly, helpful, and knowledgeable. They all took initiative, and seemed to genuinely take pride in their …
08
Dec

4 Ways G Adventures Core Values Create Awesome Culture

A few weeks ago, I wrote my first post about my tour at G Adventures Basecamp in Toronto. There was so much to share that I couldn’t put it all in one post, so here’s number two… all about Core Values! I think strong, differentiated core values that are meaningful and clear build the foundation for strong culture. Your core values …