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When people sense they matter, they instinctively become more engaged and more productive. Years ago, I attended a Disney Horticulture Conference and I remember hearing Katy Moss Warner, former Director of Disney’s Horticulture and Environmental Initiatives, say, “The standard is not what you expect, it is what you accept.” She was right. As a facility leader, I realized that our department had different standards for the same type of work from different crews. Not everyone saw the same standard...

A few years ago I met a very capable and qualified service manager at a major university who, on paper, could have worked at any college campus or small business in America. He was well-educated, he had a great memory for job facts, and his job experience was extensive. Although on paper the service manager was more than capable of doing his job, his biggest problem was himself. We have all met this guy. Maybe you work...

Have you ever said this? I have. Plenty of times. In the urgency of the moment, it is almost ridiculous to even think training will happen. The cycle of construction, school starting, and projects rushed to completion seem to always take priority over training. Middle level managers and frontline leaders are some of the busiest people I know. Have you ever thought that one day you would get around to doing some training? Me, too. “We tried...

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