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Lee Cockerell

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“If you want great customer service, you need to start by defining what great looks like.”

One of the biggest mistakes leaders make is assuming people know what great customer service looks like. Most employees want to do a good job. The problem is they often haven’t been shown exactly what “good” means. Without clear expectations, everyone develops their own ...


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“Don’t hire someone just to fill a position. Hire the right person for the long haul.”

Turnover is one of those metrics that can easily be misunderstood. Many organizations celebrate low turnover as a sign that everything is going well. While that can certainly be true, the number by itself never tells the whole story. The better question is whether you’re retain...


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“Curiosity grows when you expose yourself to new experiences.”

Artificial intelligence is changing the way we learn. Answers are available almost instantly and information has never been easier to access. While that’s an incredible advantage, it also is important to make sure we don’t lose our curiosity.

Despite what we may think right now, being curious ha...


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“Everything is hard until it becomes a habit.”

Knowledge has never been easier to find. We can read books, attend workshops, listen to podcasts, and watch experts share their best advice every day. Yet with all the information available, many people still struggle to make meaningful progress.

I’ve come to believe the problem isn’t a lack of knowledge. It’s...


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