There is a never ending stream of information about providing customer service in almost every industry available to businesses and leaders, yet it is still rare to find standout experiences.

he concept of empathy and the role it plays in leadership has become more of a key topic recently. More and more studies about how humans behave, how their brains work, and the impact that has on our daily lives are surfacing.

You have many things to accomplish, a team that is looking to you for direction, and a need to deliver results for your business. Sound familiar? As a busy retail leader your plate is likely always full and then some.

Do you allow other tasks or more tangible activities invade your time for planning? Have you ever felt that planning time is a luxury that you cannot work into your schedule?

Rather, I believe being able to effectively focus your energy, resources, and team around key initiatives that serve the greater good are critical to long-term success.

Focus is a powerful thing to have in life and in business. How can I state that I dislike that term? I have three key reasons that I dislike the term focus.

Asking whether it is more important to be people focused or results focused seems like a trick question. The default answer would seem to be 'both' and, ultimately that is correct.

Have you ever started an initiative that seemed to fizzle out after a few weeks or months?Each January ushers in the opportunity to ‘start fresh’ and as such, many companies and leaders choose to introduce new ideas.

Most people will immediately identify **people** as their most important asset. They will state that they are the differentiator in their business. I agree that is true, but few leaders back those statements up with specific actions that support their beliefs.

There are certain basics that every successful person will have as a foundation. They may seem very simple but they cannot be overlooked, forgotten, or taken for granted.

The point I want to make with this story is this: ensure you build tools for your associates that will enhance their experience as well as the customer’s.

I cannot stress the importance of planning enough. I believe it is one of the most underutilized tools almost every leader employs. Most leaders want to get moving and take the fire, ready, aim approach to getting things done.

Being the driver or passenger is a choice. Leaders define those roles clearly and decide on how to navigate to any new outcome effectively.

Does work always have to feel like…work? As the leader you establish the environment that you and your team work in. If you want to have a fun store or workplace, that is up to you.

Email is a part of life these days. When I speak with people and ask about the biggest frustrations they have in their everyday life, email is always on that list.