Author: Nate Spears

Have you ever noticed how inexperienced and unsuccessful leaders tend to wield accountability like a weapon? Perhaps comments like these sound familiar: “If John isn’t meeting your expectations then you need to hold him accountable” or “if you don’t hit the sales target this month,...

My business partner has a favorite question he likes to ask when interviewing someone for a role with our company. “Tell me about a time in your career when you were really excited to get up in the morning and get to work.” I’m always...

What do you want? Great question. If you’re asking me, it depends on what you want to know. What do I want for lunch? That’s easy. Malai kofta with some vegetable biryani and garlic naan. What do I want out of life? That’s a bit...

Why are emotional connections so important in customer service? Imagine you’re sitting with an acquaintance. You’ve experienced an issue and tell them how strongly you feel about the problem. You could be very angry, distressed, frustrated, etc.  Imagine that after you’ve finished expressing your emotion,...