Welcome to Lisa's blog!

Read about how learning experiences can be beneficial for both you and your employees, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

Read about how to have laser beam focus like the pros, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

Read about how to create community within your company and among your clients, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

I had a meeting today with my wonderful professor, David, to brainstorm some ideas. He was a great, receptive listener, and mid way through our conversation I felt extremely out of sync because I realized that he was in the seat that I usually occupy.

It felt awkward as soon as I thought about it, and happily, we discussed it and the boundaries that we need to maintain. Upon reflection, I realized that it’s good to be in the other chair from time to time. It makes us better when we return to our regular seat.

The world of managed care has produced some unbelievably bad customer experiences. Recently, I had an appointment for a test at a radiologist’s office. I had been waiting (forever) for my appointment, when the receptionist called out my name, and announced that I needed to use the restroom (in less “delicate” language, I might add…..).

There were about a dozen people in the waiting room, and now all of them knew just a little too much about me.

Customer service isn’t something to take for granted. When this receptionist publicly made this remark, not only did she breach my privacy, she also embarassed everyone else. I don’t care if this practice needs volume because they accept insurance. It’s no reason to dehumanize the patients.

Take the time to train your front line people. They are the first face of your business to the public, and should reflect an appropriate professional image.

The relaunch of my e-zine in April resulted in a black hole of empty entries in this blog. For those of you who follow my writing, my apologies for going dark during the past couple of months. One needs to be in rhythm with consistent blog entries, and my rhythm has been choppy at best.

Enough mea culpa….it’s now June, and there are tiny signs of life emerging in the economy. My clients are seeing a little more activity, though no one is prepared to call the bottom of the recession. The bottom doesn’t really matter. What matters is to keep going, to offer the best value you can, and to look for new ways of communicating your message.

What are you seeing in your business?

Read about how to adjust your management techniques to properly handle top performers in your company, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

Read about how to monitor your behavior as a leader, especially when in front of others, in this week’s issue of our e-zine, Executive Insight Tip of the Week.

I walk by the Rockefeller Center skating rink on my way to and from my office every day. Yesterday I realized that something “felt” different, and I realized that the ice was gone. It’s that time of the year when skating ends and outdoor eating and cocktails resumes.

This change happens every year in April and October, so intellectually it’s no surprise. It is a surprise, though, since I wasn’t consciously thinking about it. Although the restaurant area is being built out now, it was nice to imagine the upcoming buzz of people gathering outside at lunch and after work.

A small change in the environment can give us a slight change in perspective. If you don’t have one, create one.

I’ve had several conversations in the past few days that make me cautiously optimistic:

• An attorney in Phoenix is busy and billing. On top of that, his firm is collecting receivables.
• A mortgage broker in New York is seeing continuously increasing activity.
• An executive in a catering company reports that they have a lot more business in the pipeline.

Take a look around you and pay attention to what you see and hear. Hopefully your observations will support what I’m hearing.