I write about growth, clarity and leadership. Short reflections to help you pause, reset and move forward with greater intention.
A Diwali shopping trip turned into a lesson in customer behaviour and leadership judgment. Watching a manager side with an abusive customer made me question a belief many organisations follow blindly. Is the customer always right, or is respect non-negotiable?
I have seen how quickly trust erodes when leaders say one thing and do another. Leadership becomes credible only when actions match words. Leading by example is not a style choice. It is the foundation of belief and commitment.
I have seen how well-intentioned reward systems quietly derail performance. When incentives focus on visible activity instead of outcomes, people optimise for points, not purpose. Kerr’s Folly reminds us that what we reward shapes behaviour more than what we value.
Positional Power comes from authority linked to a role, while Personal Power is rooted in character, skill and presence. Strong leaders balance both forms of power to guide decisions, inspire followers and build lasting influence.
What began as a stressful check-in at a brand-new resort became a powerful reminder of what true customer delight looks like. Calm responses, genuine empathy, and empowered staff turned a potential disaster into a memorable experience.
I have never chased numbers on social networks. My experience has been simple and intentional. When relationships are real, social networking quietly supports business growth through trust and meaningful connections that compound over time.
NEWSLETTER
A slow, steady voice amid the noise.
One newsletter each month: on presence, purpose and the inner craft of leadership.
