Joy In Transformation

How we can all be a little more super

Every now and then–seemingly out of the blue–my two-year-old opens the closet door, points up at his superhero cape, and says, “swuper, swuper!” As I carefully Velcro the satiny cape around his neck, he takes off as it flies behind him, the little imprinted “J” trailing out of sight.

All of the sudden, he has become Super Josh.

The truth is we all have the ability to be super. We can be super at anytime in the day, or anytime in our life.
Bring out your inner superhero

Being super is a conscious decision.

The customer service road less traveled

teaching the use good judgement or how to follow policy?

When training our teams on guest experience over the years, I’ve found that new employees often want to know exactly how to respond to Every. Possible. Scenario.

What is the exact script when we answer the phone? How do we handle it when someone misunderstands what we’re trying to sell? What are the exact steps to follow when a guest is unhappy?

The options are often overwhelming.

What's better: teaching someone to use good judgement or follow policy

Have you ever fired yourself?

when it's time for you to do less better

The good news about being an entrepreneur is that you don’t have a boss.

The bad news for many entrepreneurs? There’s no one there to tell you when you are screwing up.

You typically find out that you’ve made a bad mistake by something blowing up within your company or when there’s an incessant, nagging issue that repeats itself over and over. Suddenly, you look in the mirror and wonder if the problem is YOU. Is that when it’s the right time to send yourself packing?

have you ever fired yourself

This question is very close to my heart, particularly right now. As a franchisor with a rapidly growing franchisee network, I’ve watched my bandwidth grow thinner over the past eighteen months. As a result, one of our corporate-owned stores wasn’t getting the attention that the team working in it deserved.

The fastest way to kill joy in a great company

Why shutting down gossip is critical in an organization

We all know the dangers of gossip in life and within families, but in organizations it’s particularly damaging. Considering we all spend most of our lives at work, rampant — and even subtle — gossip quickly evolves to becoming the absolute best way to kill off all joy for both the organization’s leadership and team members.

gossip in the workplace

We’ve seen this throughout history. The early stages of the Christian church were peaceful, joyful and tranquil until gossip began spreading misinformation in Judea about why Jesus came and His overall purpose. 
Acts 15:1–2
Some who had come down from Judea were instructing the brothers, “Unless you are circumcised according to the Mosaic practice, you cannot be saved.”
Later on in the passage, we see that this misinformation eventually became a huge distraction to the disciples, and it took significant time and attention away from their mission work and other important efforts.