Spotlights

Trust is a Two-Way Street with TDA

In business, as in life, both parties have to trust each other for satisfaction to thrive. When you buy a new car, you trust the dealer to deliver a pristine vehicle. Imagine how you’d feel if your new car was…

Training

Set the vision. Share the vision. Live the vision. If you fail….try again. Celebrate. Have Fun. See the video to see how a bunch of 12 year olds lived this….Spider 2 Y Banana.

Topgrading

When we set forth to be a World Class Customer Service organization, one of the items that we embarked on was topgrading. We wanted to top grade our internal team. We knew that if we hired better people, that we…

Coaching

In a previous blog I talked about trust, but verify. I discussed that I needed to trust my workforce in order to empower them to make decisions. I trust you guys loved that blog! So here is what I want…

Take Action & Provide Solutions

In the housekeeping business everything is rarely perfect. We spent a lot of years pulling our hair out because our housekeepers weren’t doing things perfectly. It dawned on us that when using a subjective thing like cleaning that perfection was…

Empowerment

The culture of empowerment was first talked about at KB during the 2011 business calendar. As I type in 2015, I think if you ask me do we have an empowered work force—my truthful answer would be—yes, kind of. It’s…

Trust, but Verify

I had the privilege to speak to the scholar athletes at Westside High School (WHS) last month. It has been 26 years since I attended WHS. It was humbling and terrifying to try and share in 15 minutes what I…

Empathy

How can you have Empathy? My wife, Lisa and I have five children. Lisa and our daughter Carly spent this past week in Nashville. That left me and the four boy’s at home. Alone. I mean to fend for ourselves….

Culture

Creating culture—Can you create it? Buzz words, mission statements, acronyms on walls, etc. is not culture. Service is the by-product of our culture at KB. I think the biggest mistakes we made early on were thinking that we could somehow…

Momentum

They were winning, but then they lost momentum. Boy the momentum has clearly shifted in the other teams favor. They have BIG MO on their side now. Those three sports clichés are repeated in almost every sports telecast. It doesn’t…