Optimism Advantage

Is your service visionary or just your hallucination?

My friend Terry Paulson, author of the Optimism Advantage, says the difference between a vision and a hallucination “is how many people see it.”  In order for service to be “real,” leaders need to create a roadmap for its delivery.  At the Ritz-Carlton Hotel Company that vision starts with a”credo” which is placed on a “credo…

View Post


The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article