Being a Leader Means Having Certain Innate Traits  

Being a Leader Means Having Certain Innate Traits  

Leadership is not about the position you hold in the company or the title on your business card. John Quincy Adams once said, “If your actions inspire others to dream more, learn more, do more and become more, then you are a leader.” If you are someone who has chosen...
Coming Out from Behind the Curtain (aka Sharing My Voice)

Coming Out from Behind the Curtain (aka Sharing My Voice)

Coming out from behind ourselves (aka the curtain) can be a difficult experience.  Take me for example.  I’ve had my business jdh Insights, LLC for a year now. What I’ve learned over the past year is that I’m extremely comfortable meeting and connecting with people in...
Intention vs. Accident

Intention vs. Accident

“What you do with intention, you get what you want.  What you do on accident you, get what you get.” I love this statement.   I’m not sure where I first heard it or if I made it up.  Regardless, over the past few years, it’s become a recurring part of the conversation...
Breakdown in Customer Experience

Breakdown in Customer Experience

When customer experience in our organizations falls short, as managers, we often blame the service representatives involved, coach them or warn them to do better, and move on.  The problem is that the biggest issues may actually lie within our organization’s systems,...