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December 29, 2008


Donnie Smith

I think the executive team is some organizations may be sending the message "do as I say, not as I do." They say customer service is key, but do not demonstrate it well. I guess this goes with the saying "monkey see, monkey do." :) I guess in professional terms, the leaders need to lead by example.


Any initiatives that are supposed to permeate a company's culture need to start at--and be supported at--the top or they will fail.

I have seen it happen many times when I've helped companies build their brands in the past. A new logo, for example, is not a brand. Your people and values are the brand--that's what needs to be communicated to the customers.

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