Author: Francis Wade

By Francis Why do newly-promoted managers sometimes become obstacles to people with good ideas? Often, they don’t realize that their elevation to management puts them in a different world, with a new way of allocating time that interferes with the productivity of their best employees. A few years ago, an investor by the name of...

By Francis Most leaders know how important it is to inspire employees. However, their favorite tool, a corporate vision statement, is fast becoming an artifact of a time when trite clichés used to work. Today, these statements all sound the same so everyone ignores them. Perhaps your company should supplement your own with a “backcasted”...

By Francis How to solve nagging customer complaints that never go away If your company has over 100 employees and faces difficult customer service problems, it’s likely that they have become intractable. They aren’t fixed easily because the solution does not reside in the hands of front-line personnel. Instead, they exist because your organization is...