Debbie Laskey's Blog

Welcome to Debbie Laskey's insights and commentary about BRANDING, MARKETING, LEADERSHIP, SOCIAL MEDIA, EMPLOYEE ENGAGEMENT, and CUSTOMER EXPERIENCES. Debbie has worked in high-tech, the Consumer Marketing Department at Disneyland Paris in France, nonprofits, and insurance. Expertise includes strategic planning, brand development, marketing plans and audits, competitive positioning, websites, communications, public relations, employee engagement, customer experiences, and social media marketing.

Showing posts with label employee experience. Show all posts

Thursday, August 20, 2026

National Lemonade Day, Young Entrepreneurs, and Leadership Inspiration

Are you thirsty for lemonade today? If yes, there's a good reason, because it's National Lemonade Day.

According to ThereIsADayForThat.com, "Lemonade is a refreshing drink that has been around for centuries. It is thought to have originated in Persia and then made its way to Europe. Lemonade became popular in the United States in the early 1900s. In the summertime, people would enjoy cold lemonade while sitting on their porches. Today, lemonade is still a popular drink and can be found at restaurants and convenience stores. There are many different recipes for lemonade, but most include lemons, sugar, water, and ice."

National Lemonade Day is also a day to provide young people with a special opportunity. Thanks to LemonadeDay.org, millions of young people learn what it takes to run a business. "The days leading up to National Lemonade Day are full of preparation by budding entrepreneurs. They attend workshops, check their stock, and scout out locations. On National Lemonade Day, they're ready to set up shop and sell the freshest, coolest lemonade in their chosen location."

Since 2007, 1.5 million kids have taken advantage of the opportunities presented by LemonadeDay.org and improved their problem-solving and communications skills; raised their self-esteem; learned how to set financial goals; learned about philanthropy; and learned about the correlation between math and the real world.

Now, let's pivot to leadership and reading - two of my favorite topics here on my blog.

Years ago, I shared a review of the book "Lemonade, The Leader's Guide to Resilience at Work" written by Alan Graham, Kevin Cuthbert, and Karlin Sloan. The authors referred to workplace challenges as "lemons," for example, low morale, lack of resources, downsizing, and competition. They also explained that it's easy to make lemonade (improved conditions) from lemons. How does a leader accomplish this? The answer is: Leaders don't react to situations (lemons), they make their own solutions (lemonade).

Friday, July 17, 2026

Leadership, Ice Breakers, and Emoji - Oh My!

If you're a fan of emojis and if you use them often instead of words, then today's the day to celebrate the tiny digital icons that add humor and personality to your messages. Happy World Emoji Day!

According to Wikipedia, "The date of July 17th isn't random, it was chosen because it's the exact date displayed on the standard iOS calendar emoji, which was a nod to the original 2002 launch of Apple's iCal application."

According to The Independent, "Language is undergoing perhaps one of its biggest ever shifts, under the influence of strange yellow cartoons...And it is largely the work of one man, Jeremy Burge, who works to catalogue emoji, as well as their history and meaning, on his website Emojipedia...Back in 2015, Reddit changed its logo - seen by over a million people a day - to include an emoji, and the British Museum tweeted pictures of items in its collection that are also depicted in emoji."

You may be wondering, what's the connection between leadership, ice breakers, and emojis? Read on.

Recently, I read an article entitled, "When Ice Breakers Freeze Out Introverts," by Chartered Managers Canada. The point of the article was that, before an official meeting begins, the person in charge asks a question, also known as an ice breaker with the intent to foster interaction, break down barriers, and create a comfortable atmosphere for participants.

According to the article, "For some, this is an easy entry point: light, energizing, even enjoyable. For others, it triggers an immediate internal calculation. What should I say? How personal is too personal? Will this sound awkward? Am I speaking too long? Not enough? While this small moment is often dismissed as harmless, it can reveal something larger about how many meetings are designed. They tend to cater to the comfort, communication style, and energy of extroverts, while quietly placing a burden on everyone else. Considering that introverts are estimated to make up between 30 percent and 50 percent of the population, this is not a marginal issue. It is a widespread design flaw in how we bring people together to work.

There is a common leadership belief that growth requires pushing people outside their comfort zone and in the right context, this can be true. But not all discomfort is productive, and not all pressure leads to development. There is a meaningful difference between stretching someone in a way that supports their role and exposing them socially in a way that feels unnecessary or unsafe. When participation in an ice breaker becomes expected (or worse - enforced), it can send an unintended message: that individual comfort and boundaries are secondary to group dynamics or facilitator preference. The result is not growth, but compliance. And compliance is not the foundation of strong teams."

Here are some ice breakers that may create a negative employee experience:

(1) What sport would you compete in if you were in the Olympics? (A person may not be athletic.)

(2) Which song can you listen to all day long? (A person may not listen to music.)

(3) What vegetables or meat do you eat on your pizza? (A person may not eat pizza.)

(4) What three emojis would describe your recent vacation? (A person may not have gone on a recent vacation.)

(5) What is your most used emoji? (What happens if a person doesn't use emojis?)

As you think about leadership, positive employee experiences, and abbreviated communication using emojis. consider how to improve your overall communication with co-workers. That's a good take-away as you celebrate World Emoji Day.

Wednesday, May 13, 2026

10 Inspirational Leadership Terms to Build Effective Teams

A common question for leaders is, "How do you define a leader?" While there are many answers to that question, there is no doubt that leaders are only as strong as the people on their teams.

Therefore, I've assembled a list of ten characteristics - or inspirational leadership terms - that are essential for leaders to build effective teams comprised of dedicated, productive, and loyal team members.

ACCOUNTABILITY

Taking responsibility for one's actions and decisions.

ADAPTABILITY

Demonstrating the capacity to be flexible and receptive to change in new situations, with new technologies, and as markets change.

APPRECIATION

Recognizing the efforts and achievements of team members boosts morale and motivation.

COLLABORATION

Encouraging teamwork fosters innovation, creativity, and a sense of ownership among team members.

DELEGATION

Assigning responsibility or authority to another person to carry out specific activities.

EMPATHY

Understanding and empathizing with the needs and emotions of others helps leaders connect with their team and build strong relationships.

EMPOWERMENT

Empowering team members by delegating authority, providing autonomy, and supporting their growth and development leads to increased engagement and productivity.

RESPECT

Respecting the dignity, opinions, and diversity of team members is vital for creating a positive work environment.

TRUST

Building trust is crucial for effective leadership - trust leads to loyal employees, open communication, and the desire for collaboration.

VISION

Articulating a clear and compelling vision to inspire and motivate the team.

What would you add to this list? Chime in and share.

Image Credit: LeaderlyAI.

Friday, May 1, 2026

Tips to Deal with Toxic Leaders!

If you're a fan of the film "The Devil Wears Prada" from 2006, then your wait for a sequel is over. Today, after 20 years, "The Devil Wears Prada 2" arrives in theaters.

The original film starred Meryl Streep, Anne Hathaway, Emily Blunt, and Stanley Tucci in memorable roles about an aspiring journalist (Hathaway's character Andy) who got a job at a fashion magazine and worked for an extremely demanding boss (Streep's character Miranda). All will reprise their roles in the sequel.

Here are some iconic Miranda Priestly quotes:

"Details of your incompetence do not interest me."

"Truth is, there's no one who can do what I do."

"Please bore someone else with your questions."

But Miranda was much more than a demanding boss - she was a toxic boss.

According to a post by Gregg Vanourek, a leadership expert, "Toxic leaders inflict great damage on our organizations, communities, and nations. They draw us in with bold promises and then turn around and wreak havoc. It's important to understand the phenomenon of toxic leaders, especially why people fall for them."

Dr. Jean Lipman-Blumen, a prominent scholar of toxic leadership, defined toxic leaders as "individuals who, by virtue of their destructive behaviors and their dysfunctional personal qualities or characteristics, inflict serious and enduring harm on the individuals, groups, organizations, communities, and even the nations that they lead." In her book on the subject, she addressed the critical question of why people follow leaders who ultimately cause harm: "Toxic leaders may display confidence, charisma, and power, but their leadership is ultimately manipulative, self-serving, and detrimental to the well-being of their followers."

According to Professor Lipman-Blumen, here are some dysfunctional personal qualities of toxic leaders:

* Inability to determine right from wrong
* Enormous egos that blind them to their own shortcomings
* Arrogance that prevents them from admitting mistakes
* Ignoring others
* Reckless disregard for the impacts of their actions on others
* Harming the weakest people in the group or society
* Blaming others for their decisions and actions
* Using others to do their dirty work and throwing people under the bus

And as Gregg Vanourek wrote, "By understanding the allure of toxic leaders, we can build defenses against them. This requires critical thinking (including short-circuiting our cognitive biases), choosing better leaders, moral courage (including speaking truth to power), and cultures that value shared leadership and accountability."

Hey, Miranda...this time around, we're prepared and ready for you! See you at the movies!

Thursday, April 16, 2026

Who did you recognize with a HIGH FIVE today?

High Fives are seen regularly in both professional and amateur sports, but do you share them in the workplace? Since today is National High Five Day, celebrated annually on the third Thursday in April, it's appropriate to ask, "Who did you recognize with a High Five today?

According to Punchbowl, "While the first National High Five Day can be traced back to a group of University of Virginia students in 2002, no one knows who invented the High Five itself."

According to Maki Performance Training, "The High Five is a key part of North American sports culture and beyond. The High Five is often seen and used as a gesture of greeting, elation, celebration, or congratulation in our society. However, once you look at it more closely, the High Five has a deeper meaning and a wider effect.

Have you ever noticed what happens in a basketball game after a player makes a free throw? Regardless of whether they make the shot or miss it, the players around the teammate who's made the shot, give him/her a fist bump or High Five. Why is that?

A study was conducted on professional basketball players (NBA) which recorded the number of times they touched one another in a game (fist bump, high five, or a pat on the backside). In 50 minutes of play, they saw a total of a minute-and-a-half of touches made between teammates. Now, given the fact that each touch was maybe a hundredth of a second, you can see that this adds up to a lot of touches overall. What researchers found was astonishing. They looked at the teams with the largest number of touches and saw that these teams actually placed higher overall in the standings. Not only that, but teams with the largest number of touches also had better stats on passing. In other words, their team-interaction had improved their performance."

So, for those of us outside of the professional basketball arena, why should we give each other High Fives? Here are five important reasons why:

(1) It's a great way to communicate and display positive feedback.

(2) Similar to a handshake, the action of slapping your hand on someone else's signifies a physical connection.

(3) Athletes who High Five others are known to perform better.

(4) A High Five is an instantaneous way of telling a person that they are important.

(5) As illustrated by the NBA study, tactile communication increases cooperation.

Friday, March 6, 2026

Celebrate Employee Appreciation Day by Sharing a Book!

Since today is Employee Appreciation Day, I have a tip for all personnel, human resources, and staffing departments: I'd like to propose that you share a book with your employees to demonstrate how much you value them. And I have a suggestion for which book, but before we get to the specifics, first, a little background about today's significance.

Observed annually on the first Friday in March, Employee Appreciation Day was started in 1995 by Dr. Bob Nelson, to celebrate the publication of his book, "1001 Ways to Reward Employees." Together with his publishing company, he made sure that the holiday appeared prominently on workplace calendars. This was a successful strategy because the book sold over two million copies and was translated into over 25 languages.

Now back to the book that I propose sharing with your employees: GOOD LUCK, ICE CREAM TRUCK by Sorche Fairbank and illustrated by Terry Runyan. The book celebrates friendship and community - two important elements that should be celebrated every day in the workplace, but especially today on Employee Appreciation Day.

According to Harper CollinsPublishers' description, "The sweet anticipation of waiting for the ice cream truck is tempered by the arrival of eight other trucks — a dump truck, a mail truck, a fire truck, a news truck, a utility truck, an excavator, a garbage truck, and a cement truck — in this picture book celebration of vehicles, professions, community, friendship, and delicious ice cream."

This book features a group of friends including a giraffe, cats, dogs, birds, frog, turtle, alligator, and more as they eagerly await the ice cream truck. However, as the book progresses, eight other trucks travel by the group. However, the group doesn't get upset, they don't yell at each other, they don't go home...they simply appreciate all the trucks that go by and calmly look forward to the ice cream truck. And they are happy when the ice cream truck appears.

Why do I suggest reading, sharing, and discussing a children's book for Employee Appreciation Day? The answer is simple. According to Katherine Rundell, author of WHY YOU SHOULD READ CHILDREN'S BOOKS, EVEN THOUGH YOU ARE SO OLD AND WISE, "Ignore those who would call it mindless escapism; it's not escapism; it is findism. Children's books are not a hiding place, they are a seeking place."

The Guardian explained Rundell's argument, "There's something particular about children's fiction that can open up new perspectives for adults. The best children's fiction helps us refind things we may not even know we have lost, taking us back to a time when new discoveries came daily and when the world was colossal, before the imagination was trimmed and neatened. There's also something instructive in reading books that are specifically written to be read by a section of society without political or economic power."

So, while you enjoy GOOD LUCK, ICE CREAM TRUCK, I will end by sharing three quotes from authors and their referenced books:

"If you give a person a book, you give him the world." ~Kristin Harmel, author of THE PARIS DAUGHTER

"For you unlock magic that is hidden within, and opening the cover is how you begin. Oh, all the worlds and the places you'll see; when you hold a book, you hold the key." ~Caroline Derlatka, author of WHEN YOU OPEN A BOOK

"If you can, always be yourself, unless you can be Batman — then always be Batman." ~Jenn McKinlay, author of PARIS IS ALWAYS A GOOD IDEA

Image Credits: HarperCollinsPublishers and Amazon.

Check out some reading tips from September 2024 here on my blog:

https://www.debbielaskeysblog.com/2024/09/five-readingtips-to-fall-back-to-reading.html

Wednesday, March 4, 2026

Five Best Leadership Posts from 2025

Do you know the significance of today's date in American history? If you look back at the Inauguration dates of early American presidents, you'll notice that many took the oath of office on March 4th.

According to Wikipedia, "The first inauguration of George Washington took place on April 30, 1789. Subsequent public inaugurations from 1793 until 1933 were held on March 4th, the day on which the federal government began operations under the U.S. Constitution in 1789. There were some exceptions in 1821, 1849, 1877, and 1917, when March 4th fell on a Sunday, thus the public inauguration ceremony took place on Monday, March 5th. By 1932, the five-month lag between elections and the start of a Congressional session and presidential term was problematic, so the passage of the Twentieth Amendment moved the date to January 20th. Therefore, since 1937, it has taken place at noon Eastern time on January 20th — except in 1957, 1985, and 2013, when January 20th fell on a Sunday. In those years, the presidential oath of office was administered on that day privately and then again in a public ceremony the next day."

To celebrate today's tie-in to leadership, I'm sharing the five best leadership posts I read last year. Titles, authors, and highlights follow — and links are provided at the end. I hope you also find leadership inspiration from these five posts.

SHARE THIS: If you don't defend your team, you're not a leader. ~Anonymous via Gregg Vanourek #LeadershipInspiration #DebbieLaskeysBlog

14 WAYS TO HAVE YOUR TEAM'S BACK AS A LEADER by Gregg Vanourek

Gregg wrote, "Taking responsibility is key. As a leader, you must own not only your actions and results but also those of your team. When something goes wrong, you don't point fingers — even if someone clearly erred. You take responsibility while handling the issue privately to shield your people from embarrassment and blowback. Mistakes are painful enough without public shaming. By doing this, you show that you're addressing the problem and fully owning what happens on your watch."

Gregg then shared 14 ways to have your team's back as a leader. The full list is provided at the link at the end of this post, but here are my favorite five:

* Jump in when someone is overloaded and find ways to help them.

* Invest extra time to prepare a direct report for a big meeting, ensuring they can perform at their best.

* Avoid questioning your managers’ decisions in front of their teams to protect their authority.

* Defend an employee facing discrimination or favoritism.

* Defend a worker caught in a turf war between divisions.

SHARE THIS: When you have your team's back as a leader, you unlock powerful benefits: greater trust, loyalty, motivation, and retention. And a team more willing to take risks and innovate. ~Gregg Vanourek #TeamWork #Leadership #DebbieLaskeysBlog

THE BEST LEADERS ACKNOWLEDGE THEIR MISTAKES by Ahron Friedberg, M.D.

Aaron wrote, "When leaders assume responsibility, they take ownership of a situation, managing it in as many dimensions as necessary so that problems are resolved and all the moving parts operate in sync...Of course, everyone makes mistakes. Leaders sometimes make the mistake of thinking they're not supposed to make mistakes. So they fudge and backtrack. They deflect blame and offer excuses. But responsible leaders acknowledge mistakes and set about fixing them. In this sense, they take the long view. They understand that, down the road, people will respect their transparency and appreciate the proactive effort that, ideally, made things right (or, at least, better)...Everyday leaders who commit themselves to working with people — not just handing down orders — can recover from their mistakes, take on new responsibilities, stand up for ethical imperatives. They address problems in an organization as they would in their own lives: not passively, with a palpable indifference, but actively and with a commitment to do whatever it takes to succeed. They forget about their comfort zones."

How many leaders do you know who acknowledge their own mistakes and forget about their comfort zones?

WHAT DID YOU LEARN? by James Strock

After sharing a personal story, James wrote, "I regard the question, "What Did You Learn?" to be compelling, potentially transformational. I pose it to myself and others constantly. I ask it after successful or disappointing interactions with others. I ask it about relationships. I ask it after meetings or presentations. In fact, there's never a time I'm not asking it to myself and others...It’s a question that I use to challenge myself all the time...You might even want to write it down to provide greater detail, richness, and methodical creativity into the biography of the person you're becoming."

James shared examples as to how important the question (and answers) can be:

* What did you learn in your recent work experiences?

* What did you learn from your customers?

* What did you learn from your employees?

* What did you learn from your competitors?

* What did you learn from your last meeting?

* What did you learn from your most recent accomplishment?

* What did you learn from your most public failure?

THREE REASONS TO NOT FALL IN LOVE WITH YOUR OWN IDEAS by Joseph Lalonde

Joseph shared three reasons why leaders should not fall in love with their own ideas. He explained, "It's hard to put an idea that we love to pasture when we feel it could have such a big impact. However, if the idea doesn't pass the test of feasibility, someone has a better idea, or customers don't want it, then you may have to set your idea aside. [But] don't worry. There are plenty of other ideas for you to chase. They'll come to you when it is time for you to pursue them. Just remember, don't fall in love with your ideas."

This is a very important reminder for all leaders because their ideas are not always the best ideas, so they must welcome ideas from team members.

HOW TO UNCOVER YOUR BLINDSPOTS TO BECOME A MORE EFFECTIVE LEADER by Eric Jacobson

Eric wrote, "What you don't see about yourself can hold you back as a leader. That's typical for many leaders. What we don't see is what we can't see: we have blindspots. Your blindspots prevent you from achieving your greatest success." In this post, Eric shared his review of the book entitled, "Blindspotting: How To See What's Holding You Back as a Leader" by Martin Dubin (published in July 2025).

In the book, six types of blindspots were detailed plus guidance to identify and manage them. The six types were: identity blindspots, motive blindspots, trait blindspots, emotion blindspots, intellect blindspots, and behavior blindspots.

Eric shared Dubin's final comments, "We can't avoid blindspots; we can only become aware of them, and then adjust. And to be clear, there is not one type of leader, or one set of attributes. There are many combinations of identities, motivations, traits, intellectual abilities, emotional sensitivities, and behavioral characteristics that can result in success or failure. The lesson of the book isn't about becoming someone other than who you are; it's about becoming the best, most self-aware, most flexible and adaptable leader you can be, without hampering the magic that led you to be able to get where you've gotten in the first place. It's really all about being conscious and strategic with what is within your power to adjust. And you can adjust, make no mistake. People can change."

My gratitude to these amazing leadership experts for writing these posts, and I look forward to their insights during 2026. What leadership posts from 2025 stood out as memorable to you? Chime in and share.

Image Credit: Library of Congress.

Learn more about this post's image:

https://www.loc.gov/item/rbpe.2050400e/

Check out these Presidential Inauguration Addresses (on March 4th and other dates):

https://historyinpieces.com/research/presidential-inauguration-dates

Gregg's post:

https://triplecrownleadership.com/have-teams-back/

Ahron's post:

https://www.psychologytoday.com/us/blog/resilience/202511/the-best-leaders-acknowledge-their-mistakes

James' post:

https://servetolead.com/what-did-you-learn/

Joseph's post:

https://jmlalonde.com/3-reasons-to-not-fall-in-love-with-your-own-ideas/

Eric's post:

https://ericjacobsononmanagement.blogspot.com/2025/12/how-to-uncover-your-blindspots-to.html

Tuesday, January 20, 2026

"Top 10" New Year's Resolutions for Leaders for 2026

Esteemed leadership expert (and my friend) Eric Jacobson wrote a post in December 2023 entitled, "70 New Year's Resolutions for Leaders." During January 2024, I chose ten from the list and featured them in a post, and then again, in January 2025, I chose another ten and featured them in a post.

Since Eric's list included 70 resolutions, and New Year's resolutions are on many people's minds this month, I thought I'd revisit Eric's post and choose my "Top 10" New Year's Resolutions for Leaders for 2026. With much applause to Eric, here we go:

[1] Reward how a performance is achieved and not only the performance.

[2] Say "thank you" and sincerely mean it.

[3] Follow through when you promise to do something.

[4] Hire to complement, not to duplicate.

[5] Share bad news, not only good news.

[6] Start meetings on time.

[7] Support mentoring - both informal and formal mentoring.

[8] Don't delay tough conversations.

[9] Have an open door policy.

[10] Do annual written performance appraisals.

And because I've been a passionate reader my entire life, I will repeat (and always include) this annual resolution: "Read leadership books to continue your leadership journey." Don't forget to read works of fiction because they ALSO contain important leadership lessons.

Lastly, here's one of Eric's favorite quotes from a previous appearance on my blog:

Thursday, September 18, 2025

Inspiration for Global Company Culture Month - And Day!

Truer words were never spoken that corporate culture is important. That may be one reason why the entire month of September is dedicated to creating better workplace cultures - as well as on September 18.

According to NationalToday.com, "Global Company Culture Month happens every year during the month of September. The entire month is dedicated to creating a global dialogue about how we can make the world of work better through culture building. Thriving company culture is not something that happens overnight. This month of awareness was created to help companies celebrate great company cultures and explore how to improve broken company cultures...Employees are more engaged in companies with positive workplace cultures, where they feel supported and empowered to do their best work. It is important to focus on improving employee engagement, satisfaction, and happiness to achieve this. This will lead to increased productivity and improved results from all employees."

And, did you know, created by the Global Company Culture Association in 2019 and observed every year on September 18th, GLOBAL COMPANY CULTURE DAY is a day for companies and leaders to focus on ensuring that their corporate culture functions in a way that, above all, maximizes the happiness of employees?

According to Tercon Partners, "Culture is a company's personality. Culture defines the environment in which people work – the values, beliefs, behaviors, and underlying assumptions that drive every aspect of the organization's activities. Culture exists in all organizations, whether it is created through careful design or evolves organically."

I recently gained some inspiration from Justin Wright and wanted to share his commentary:

"Leaders are like Wi-Fi.

Good ones connect and empower you.

Bad ones leave you frustrated and unproductive.

Think about the best leader you ever had.

You felt seen. Supported. Unstoppable.

Now think about the worst.

The anxiety. The micromanaging.

The slow erosion of your confidence.

The difference is night and day.

Great leaders:

Have your back when things go wrong.

Push you to grow, not to break.

Listen more than they talk.

Celebrate your wins.

They're the ones who:

Help you see your potential.

Make you believe in yourself.

Create a team that feels like home.

Understand and manage their own emotions.

Toxic leaders? They do the opposite:

They take credit for your work.

They micromanage every little thing.

They play favorites and create drama.

They blame you when things go south.

Working for them feels like:

Losing your passion for what you do.

Feeling emotionally drained.

Never being good enough.

Walking on eggshells.

So, leaders, remember:

Your TEAM'S SUCCESS is YOUR LEGACY."

Tuesday, August 12, 2025

A Tale of Two Radically Different Customer Experiences

When we think of customer service, we think of quality products, polite customer service agents, and reasonable prices. We definitely don't think about products that fall apart the moment they arrive at our homes via delivery, rude representatives by phone, email, or in person, or exorbitantly high prices.

This is a tale of two radically different customer experiences.

The front door of my house had recently been re-painted, so I wanted to purchase a new wreath to hang on the door. Since the selection was always more extensive on Etsy, I thought it would be nice to search on that site and also support its small business owners. Little did I know what a mistake that was! I purchased a green wreath that, from the photos, looked like it was a quality product that would look nice on my front door.

However, the box arrived damaged, and upon opening the box, I noticed that at least a dozen pieces had fallen off of the wreath and were unable to be re-attached. I had to return the wreath to the seller.

Upon contacting the seller, I was told that there were no returns and no refunds. I was speechless. The item was damaged. That was simply bad business. And the wreath had cost $125. After a few more back and forth messages, the seller agreed to refund my money IF - and only if - I returned the damaged wreath.

I went to my local UPS store and post office and nearly fainted. The cost to ship the wreath was $60. That was half the price of the wreath. That must have meant the seller had paid pennies to make the wreath so that she would make money on the sale. Anyhow, since I wanted some money back, I had to pay $60 to ship the wreath.

Once I received my refund, I researched the name of the CEO of Etsy and other members of his C-Suite and sent them an email message explaining my experience. I got no response from the CEO. But I did get an email letting me know that a $5 coupon would be available in my account. Wow, a big $5.

Since I was out $60 and then given a coupon for $5, I was still out $55. No one at Etsy wanted to make me whole, meaning that I would have to spend more money on Etsy to use the coupon. The customer service reps who emailed me a couple of times informed me that they had no authority to refund more than $5. Had I been the CEO (who earns $16 million a year, by the way), or anyone who works for him, I would have purchased a $50 gift card and sent it to me. What happened to out-of-the-box thinking?

So, now, let's turn our attention to how a different brand dealt with a recent experience. I had purchased eight soup bowls from Mikasa. When they arrived at my house, one was slightly damaged. So I contacted the customer service email address and asked if they would replace the defective bowl.

I immediately received an email: "Hi Debbie! Thanks for reaching out. We feel terrible that a bowl in your order was defective, and we're happy to replace it for you without delay. Here's your replacement order number and tracking number, it should arrive in 7-10 days. Also, don't worry about sending back the damaged merchandise, and feel free to keep any extras in the replacements we send you. Thanks for choosing Mikasa, and have a great day! Sincerely, Mikasa Customer Service."

And you know what? The package from Mikasa contained four - YES FOUR - new bowls.

Which brand understands customer experience marketing, the customer journey, and walking a mile in the customer's shoes? Which of these two brands would you choose to do business with?

I've asked Shep Hyken, customer experience expert and author to chime in about the importance of positive customer experiences in the past, and one of his previous quotes is just as timely now as when it first appeared here on my blog back in April, "Great service isn't complicated – some of the basics include respect, professionalism, and follow-through."

And lastly, let's always remember my two favorite quotes on this topic:

Saturday, March 8, 2025

Let's Celebrate International Women's Day Today and Everyday!

Today, March 8th, is an important day on the equality calendar: it is International Women's Day, a global holiday celebrated annually to commemorate the cultural, political, and socio-economic achievements of women. It also focuses attention on the women's rights movement, bringing attention to gender equality, reproductive rights, and violence and abuse against women.

First celebrated in 1909 in New York City as "Women's Day," the holiday was celebrated in 1911 by over a million people in Austria, Denmark, Germany, and Switzerland. The United Nations adopted International Women's Day as a global holiday in 1977.

To celebrate today's significance, I've taken a journey back over the last 16 years on my blog to highlight a variety of memorable comments shared on previous International Women's Day posts and during March to celebrate Women's History Month. I hope these comments and shareable quotes inspire you to celebrate women and women's achievements - and to advocate for equality everyday!

According to Susan Colantuono who has appeared on my blog four times over the years and was featured in last year's March 8th post, "The conversation on women's advancement needs to put greater pressure on managers to end the formal and informal policies, practices, and procedures that create barriers to women's advancement. It needs to shift to put pressure on managers to change their mindsets about women and men, leadership, and careers that disadvantage women and advantage men. We need to continue to prepare women to prepare for, ask for, and accept opportunities. We especially need to foster the acquisition of business, financial, and strategic acumen so more women are seen as partners in the workplace and viable candidates for advancement."

Friday, March 7, 2025

Celebrate Employee Appreciation Day with Gregg Vanourek

Since today is Employee Appreciation Day, I'd like to welcome Gregg Vanourek back to my blog. I recently read a post that Gregg wrote nearly two years ago entitled, "The Four Types of People in Any Organization (Beware the Fourth)," and it's especially fitting that we re-visit that post today.

First, a little background about Employee Appreciation Day and then a brief bio about Gregg. Observed annually on the first Friday in March, Employee Appreciation Day was started in 1995 by Dr. Bob Nelson, initially to celebrate the publication of his book, "1001 Ways to Reward Employees." Together with his publishing company, he made sure that the holiday appeared prominently on workplace calendars. This was a successful strategy because the book sold over two million copies and was translated into over 25 languages. So, as your organization considers how to best appreciate, recognize, and value your employees, read on for some amazing insights.

Gregg Vanourek is a writer, teacher, and TEDx speaker on personal development and leadership. He is also co-author of three books, including LIFE Entrepreneurs: Ordinary People Creating Extraordinary Lives (a manifesto for integrating life and work with purpose, passion, and contribution) and Triple Crown Leadership: Building Excellent, Ethical, and Enduring Organizations (a winner of the International Book Award). He teaches at the Stockholm Business School; served as a senior executive at a tech startup, now a market leader with $1 billion in sales; and has given talks/workshops in eight countries.

Now, what are the four types of people in any organization? Well, according to Gregg and his important post, they are as follows:

(1) LEADERS: According to Gregg, "We may disagree about what good leadership entails, but there's little doubt that we need leaders."

(2) FOLLOWERS: According to Gregg, "All organizations also need followers. How effective would leaders be without good followers? Followers are often neglected in discussions about organizational effectiveness, but that's a big mistake. Followers make a big difference in many ways: getting the work done, upholding the organization's values, supporting leaders in times of difficulty, contributing to the culture, and more."

(3) OBJECTORS: According to Gregg, "Objectors express disagreement or opposition. They challenge leaders when they go astray. Sometimes it comes in the form of tough questions. Other times in the form of outright objections. Though often overlooked, objectors play a critical role in accountability, culture, ethics, and more."

(4) MUTTERERS: According to Gregg, "Mutterers are the ones who sit quietly in the meeting, nodding their heads and going along, and then mutter complaints, insults, and frustrations under their breath after the meeting. The other dynamic often missed here is that people want to be around people who take initiative, not complainers."

In his post, Gregg used a soccer scenario as an example of these types of people. He wrote, "But was it the job of the coach to be the best in all areas all the time? Ideally, we'd have a coach who's brilliant at everything: scouting, recruiting, positioning, practice and drill design, match strategy, mid-game competitive adjustments, halftime chats, post-game reviews, player psychology, group dynamics, goalkeeper training, crisis management, humor, fun, and more. (Even TED LASSO doesn't rise to that mantle.)"

However, Gregg shared in a previous appearance on my blog, "The TED LASSO series is brilliant on many fronts, including the way it showed the human aspects of leadership and the complex dynamics of being part of a team and community. For leaders (and others), it has powerful lessons about heart, humanity, dignity, love, hope, belief in people, and the transformation of pain and hardship."

So, today, on Employee Appreciation Day, how can your organization help steer employees toward being leaders, followers, and productive objectors and help steer them away from being unproductive mutterers?

I asked Gregg to provide an update to include here today:

"Muttering can be toxic in an organization. It puts our attention on what's wrong instead of what's right or what we can do. It wastes time. It makes us passive and makes bad situations worse. Perhaps, worse of all, it's contagious. Leaders are wise to nip muttering in the bud."

My gratitude to Gregg for inspiring today's post, sharing an update to his post, and for being a valued member of my blog community!

Monday, January 27, 2025

"Top 10" New Year's Resolutions for Leaders for 2025

Last January, after I read an inspiring post by the esteemed leadership expert Eric Jacobson entitled, "70 New Year's Resolutions for Leaders," I chose ten from those 70 and featured them in a post.

Since Eric's list included 70 resolutions, and New Year's resolutions are on many people's minds this month, I thought I would revisit Eric's post and choose my "Top 10" for 2025.

With much gratitude to Eric for his comprehensive list and inspiration for this post, here are my "Top 10" New Year's Resolutions for Leaders for 2025:

[1] View every problem as an opportunity to grow.

[2] Praise when compliments are earned.

[3] Assess your company's strengths and weaknesses at all times.

[4] Listen carefully and don't multi-task while listening.

[5] Teach something new to your team.

[6] Explain how a change will impact employees' feelings before, during, and after a change is implemented.

[7] Give feedback promptly and make it individualized and specific.

[8] Promote excellent customer service both internally and externally.

[9] Be willing to change your decisions.

[10] End every meeting with a follow-up To-do list.

Lastly, here's one of Eric's favorite quotes from a previous appearance on my blog:

Sunday, January 19, 2025

Marketing News of the Week: Advertising, Branding, Community Support, and More

During the last week, there were news stories that reflected advertising, brand identity, community stewardship, employee experience, personal branding, and more.

INSENSITIVE ADVERTISING

According to EuroNews, "Pakistan's national airline has said that an ad campaign showing a plane heading toward the Eiffel Tower was never intended to evoke the memories of the 9/11 terrorist attacks in New York. The illustration shows a plane superimposed over the French flag and tilted toward the Paris landmark, with the words "Paris, we're coming today." The ad was posted on X by Pakistan International Airlines (PIA) on 10 January, the day the company resumed flights to European Union countries after a four-year ban by the bloc's aviation safety agency. On January 14th, Deputy Prime Minister Ishaq Dar described the ad as an act of "stupidity." PIA spokesperson Abdullah Hafeez said, "We want to make it clear that we had no intention to hurt the feelings of anyone. The Eiffel Tower was shown in the ad because it's one of the best places in the world."

LOS ANGELES WILDFIRES

Due to the catastrophic wildfires that have been raging in the Los Angeles area since January 7th and the destruction they have caused, many organizations have stepped up to provide food and clothing to the people most affected. In addition, many brands have shown their dedication to being thoughtful corporate citizens.

Living Spaces, the furniture company, stated on its website, "We Support LA. Free mattress set for fire victims. As of January 16th, the company has donated 192 mattresses for LA fire relief. According to the website, "We want to extend our heartfelt support to the communities and families impacted by the recent wildfires. Los Angeles is our home, and we stand with you in recovering and rebuilding from the devastation. To help ease the burden, we are offering a Revive Hawaii mattress and foundation in any size to anyone who has lost their home. Just show us your FEMA or insurance paperwork, and we will make sure you have what you need to get a good night’s sleep. From our family to yours, we are here for you."

According to MLB.com, "As devastating wildfires ravage the Los Angeles area, the sports world is hoping to provide whatever help it can for those who have been impacted by the disaster. MLB, other major professional sports leagues and 15 Los Angeles sports organizations are partnering with Fanatics to produce an "LA Strong" merchandise collection, beginning with t-shirts and expanding to other products. Fanatics and the participating leagues and teams will not profit from the sale of items in this collection, with donations going directly to the American Red Cross and the Los Angeles Fire Department Foundation. The American Red Cross provides assistance to those affected by the fires and the Los Angeles Fire Department Foundation provides much needed support and equipment to first responders."

The Walt Disney Company committed $15 million to help with response and rebuilding efforts. The money will help services on the ground, such as the American Red Cross, Los Angeles Fire Department Foundation, Los Angeles Regional Food Bank, and more. CEO Bob Iger said, "As this tragedy continues to unfold, The Walt Disney Company is committed to supporting our community and our employees as we all work together to recover and rebuild from this unbelievable devastation. Walt Disney came to Los Angeles with little more than his limitless imagination, and it was here that he chose to make his home, pursue his dreams, and create extraordinary storytelling that means so much to so many people around the world."

ROYAL WARRANTS AND PRINCESS OF WALES

In what could easily be called the biggest brand ambassador news from England, according to Tatler, "As reigning monarch, King Charles decides which members of the royal family are permitted to hand out royal warrants, signifying their own personal use of a specific brand. Kate Middleton is set to break from decades of tradition and bestow her first set of royal warrants for the first time ever, it has been confirmed. When the Princess of Wales announces her decisions, it will mark the first time in over 70 years that a royal bearing the title Princess of Wales has had the opportunity to grant the honour – an opportunity that was not bestowed upon Princess Diana.

It's one of the highest honours a British brand can receive: a seal of approval from the Princess of Wales herself, who has said she wishes to recognize British skills and industry. Catherine's impact on the world of British business is monumental. The so-called 'Kate Effect,' referring to the stratospheric uptick in sales of a garment worn by the mother-of-three, has reportedly added one billion pounds to the fashion industry as of 2021. For any brand, be it a style favourite or a technological go-to, receiving an official nod as one of Catherine's personal staples will surely see sales skyrocket.

Over the years, the Princess of Wales has built up a portfolio of preferred brands, especially when it comes to fashion. Many will expect Alexander McQueen, considered Catherine's go-to fashion house, to soon bear her coat of arms. From her Victorian-inspired lace wedding gown designed by creative director Sarah Burton, to the red double-breasted coat that she wore for her milestone return to the Together At Christmas carol concert last December, the Princess of Wales turns to the legendary designer for her most personal of engagements.

As for Catherine, no timeline has been specified for the awards, but brands throughout the country will be waiting with bated breath to see if they might benefit from the 'Kate Effect.' From Mulberry to Manolo Blahnik, Boden to L.K Bennett – for a royal as synonymous with style as the Princess of Wales, the list is both extensive and exclusive."

According to the Independent, "Companies holding a royal warrant are recognised for providing goods or services to the monarchy and are allowed to use the coat of arms of the royal they are associated with on packaging, as part of advertising or on stationery. Companies are also required to demonstrate that they have an appropriate environmental and sustainability policy and action plan – a requirement brought in by Charles as the Prince of Wales. A royal warrant is usually granted for up to five years and reviewed in the year before it is due to expire so that a decision can be made as to whether it should be renewed for another period of up to five years. Last year more than 500 companies were granted royal warrants, a list which was largely drawn from companies that previously held a royal warrant of appointment from Queen Elizabeth II or from King Charles when he was Prince of Wales."

STARBUCKS POLICY

Starbucks announced that it was reversing a 2018 policy that invited everyone into its stores, and now, if you want to hang out or use the restroom at Starbucks, you will have to buy something. Starbucks spokesperson Jaci Anderson said the new rules are designed to help prioritize paying customers, "We want everyone to feel welcome and comfortable in our stores. By setting clear expectations for behavior and use of our spaces, we can create a better environment for everyone."

STARBUCKS MISSION

Starbucks announced its new mission statement, "To be the premier purveyor of the finest coffee in the world, inspiring and nurturing the human spirit – one person, one cup and one neighborhood at a time."

According to the brand's website, "Our mission statement defines what sets Starbucks apart – our identity and our responsibility in the world. Our name, Starbucks Coffee Company, also captures our role. Coffee reflects our commitment to source, roast and serve the highest-quality coffee, and Company captures our role in bringing people together to inspire and nurture the human spirit. According to Brian Niccol, Chairman and CEO, "When the barista hands the customer their cup of coffee, it is this moment of connection that doesn't happen in any other moment in the day, for a lot of people. The humanity of that moment is really powerful. When you stop and think about it, what are we all about? We provide the best coffee in the world, and we do it with the purpose of having these moments of connection with each other. If we keep it very straightforward – coffee, people and humanity – we're going to be in really good shape."

BAN OF RED DYE

According to Good Housekeeping, "The U.S. Food and Drug Administration (FDA) revoked the use of Red Dye No. 3 in food and ingested drugs as of January 15th. Over 20 consumer advocacy groups had argued for the removal of Red Dye No. 3 from food and dietary supplements citing studies that high doses of the color additive had been linked to cancer in rats. The move follows California's 2023 ban, which prohibits the sale of foods containing Red Dye No. 3 in the state starting in 2027, and aligns the U.S. with much of the world, including the European Union, Australia and New Zealand, where the dye is already restricted.

Not everything containing Red Dye No. 3 falls into the food categories below. The dye is also used in drugs and dietary supplements. If you're unsure, check the product's ingredient label before purchasing, and keep in mind that Red Dye No. 3 may also be listed as "Red No. 3," "Red 3," or "Red #3."

Common food products that can contain Red Dye No. 3 include:

*Sprinkles

*Icing

*Baking mixes

*Cereals

*Berry- and cherry-flavored candy

*Strawberry milk

*Peppermint candies

*Soda

*Fruit cocktail

*Cookies

*Maraschino cherries

*Smoked sausages, bacon and other types of processed meats

*Ice cream and frozen yogurt treats

*Chewing gum and mints

*Biscuits

*Fruit and vegetable juices

*Seasoning mixes and marinades

MORE MACY'S CLOSURES

Macy's is expected to close 65 locations by the end of 2025, an increase from the 50 locations the company said it would initially close this year. The retailer announced back in February 2024 plans to shut down 150 "underproductive" Macy's store locations by 2026. The plan "is designed to return the company to sustainable, profitable sales growth. According to Tony Spring, Macy's Chairman and CEO, "Closing any store is never easy, but as part of our Bold New Chapter strategy, we are closing under-productive Macy's stores to allow us to focus our resources and prioritize investments in our go–forward stores, where customers are already responding positively to better product offerings and elevated service."

CHANGING LANDSCAPE OF DEI

Axios reported that Meta (parent company of Facebook, Instagram, and Threads) is eliminating its DEI efforts, effective immediately, including ones that focused on hiring a diverse workforce, training, and sourcing supplies from diverse-owned companies. Its DEI department will also be eliminated. In a memo leaked to the outlet, Meta said it was making these changes because the "legal and policy landscape surrounding diversity, equity, and inclusion efforts in the United States is changing."

DEATH OF BOB UECKER

According to AP, "Bob Uecker, who parlayed a forgettable playing career into a punch line for movie and TV appearances as Mr. Baseball and a Hall of Fame broadcasting tenure, has died at age 90. Baseball Commissioner Rob Manfred said in a statement, "Bob was the genuine item: always the funniest person in any room he was in, and always an outstanding ambassador for our national pastime." Uecker was best known as a colorful comedian and broadcaster whose sense of humor and self-deprecating style earned him fame and affection beyond his .200 batting average...Uecker often joked, "Career highlights? I had two. I got an intentional walk from Sandy Koufax and I got out of a rundown against the Mets."...He got his big break off the field after opening for Don Rickles at Al Hirt's nightclub in Atlanta in 1969. That performance caught Hirt's attention, and the musician set him up to appear on The Tonight Show with Johnny Carson. He became one of Carson’s favorite guests, making more than 100 appearances - and it was Carson who dubbed Uecker 'Mr. Baseball.' And the name stuck."

SUPER BOWL 59

The biggest football game of the year takes place three weeks from today - on February 9th! Which brand's ads are you looking forward to watching?

What other recent marketing buzz caught your attention? Since there's always something happening that impacts marketing, read #DebbieLaskeysBlog for the scoop!

Image Credits: Fanatics and Pakistan International Airlines (PIA).

Wednesday, October 16, 2024

Let’s Celebrate Boss’s Day!

Are you fortunate to have a good boss? Does your supervisor ask you for feedback and recognize your contributions in public? Well, today’s the day to celebrate awesome bosses!

First, a little history: National Boss’s Day was started by Patricia Bays Haroski, who was an employee at State Farm Insurance. Her boss was also her father, and to honor him, she registered the date of his birthday with the United States Chamber of Commerce in 1958 as a national holiday. By 1979, the holiday became popular across the United States and also spread internationally. Today, it’s celebrated in Australia, India, Ireland, South Africa, and the United Kingdom.

Here are some ideas as to how to celebrate:

* Send your boss a card with a meaningful message, perhaps, sharing details about something you learned from him/her/they

* Post a note about your boss on social media

* Bring some doughnuts or other sweet treat into the office to share with your boss and colleagues

* Bring some flowers into the office

* Make a donation to your favorite charity in honor of your boss

Of course, if your boss is not the greatest boss in the world, you can stick with a simple “Happy Boss’s Day” greeting when you enter the office first thing in the morning. They’ll get the message!

Image Credit: Mountaineer eNews.

Wednesday, September 18, 2024

Serving in a New Role Today on Global Company Culture Day

What would you do if your title were "Director of People and Culture?" While that may sound like a bunch of words, what would you do in that role?

Since today is Global Company Culture Day, I thought it might be fun to try out the title and pretend I served in that capacity, if only for one day.

But first, a little about Global Culture Day. Created by the Global Company Culture Association in 2019 and observed every year on September 18th, it's a day for companies and leaders to focus on ensuring that their corporate culture functions in a way that, above all, maximizes the happiness of employees.

According to Wharton management professor Sigal Barsade, "Culture, within a company or organization, is like an iceberg. Just as we can see only the tip of the iceberg, most of what constitutes a company's culture is below the surface. The part that's visible includes things like physical office space, ways the employees dress, and behavioral norms. But they are not the whole picture...you need to understand what's below the surface. The values and assumptions that rarely get questioned are the ones that most organizations take for granted."

And now, if I served as "Director of People and Culture" for an organization, I would focus on the following five areas:

[1] Employee Experience: Employee Engagement and Culture Development

Employees must be happy and productive to create positive customer experiences, which leads to repeat business and increased profits. So, organizations must focus on engaging their employees and developing amazing cultures. Department supervisors must understand the benefits of collaboration and learn how to be culture carriers. And the org's employee manual must be regularly reviewed and updated. The concept of "Management by Walking Around" should be the mantra of this role so that employees see the person in charge and can talk to that person on a regular basis - the key HR person should never be seen as always sitting in an office with a closed door.

[2] DEI (Diversity, Equity, and Inclusion)

This initiative would be more than just words. There should be a mosaic of people at every level from the C-Suite on down through all management levels. If someone within the organization wants to climb the corporate ladder, it is the org's responsibility to mentor and educate the person, rather than stop him/her/they due to gender, background, etc. All opportunities are open to all. Period.

[3] Leadership Development

It's important for members of the C-Suite and department supervisors to keep abreast of leadership trends and attend leadership workshops and conferences in their specialty areas. It's also important to develop leaders from within the organization, and also promote from within.

[4] Continuing Education

Continuing education should not be for members of the C-Suite or top managers only. Courses should be available and offered for all members of an organization to help them learn on an on-going basis. Training sessions can be on-site, off-site, or online.

[5] Talent Acquisition: Onboarding and Offboarding

It's important to understand that the concept of employer branding is a real thing, and as a result, job applicants begin their relationship with an organization from the moment they read a job description. The relationship with the employer brand continues through a first conversation, a virtual or in-person interview (or more than one), and doesn't end there. The relationship continues through the job offer or SHOULD continue with a "no thank you letter or email" (which, too often, doesn't happen). In any event, the onboarding process should be courteous and professional and once a job offer is accepted, the new employee should receive a detailed employee manual (that reflects the org's policies and expectations of staff) and job-related materials to be successful at his/her/their job as well as a mentor within the organization. Lastly, it/when the time comes, the offboarding process should also be courteous and professional, and an exit interview should be handled in the same manner as the pre-employment process. Always remember, in today's social media era, everyone is a brand ambassador, and that also includes former employees.

According to Wharton management professor Sigal Barsade, "Your culture can help you execute your strategy, but your structures need to support it. And if your strategy doesn't take into account your structures and culture, the execution will run into problems. For results, make sure all three complement and support one another."

What about you? Do you ever dream of working in the human resources or personnel area of your organization? If yes, what would you do to improve your corporate culture, especially today on Global Company Culture Day?

Image Credit: Tercon Partners.

My 2023 post: Let's Celebrate Global Company Culture Day:

https://www.debbielaskeysblog.com/2023/09/lets-celebrate-global-company-culture.html

Culture Matters: Shaping a Culture That Works (Wharton @ Work - July 2015):

https://executiveeducation.wharton.upenn.edu/thought-leadership/wharton-at-work/2015/07/culture-matters/

Thursday, August 20, 2026

SHARE THIS: Leaders don't react to situations (lemons), they make their own solutions (lemonade). ~Graham, Cuthbert & Sloan #NationalLemonadeDay #DebbieLaskeysBlog

SHARE THIS: Leaders who can tell their own stories of making lemonade from lemons (solutions from situations) inspire others to do the same. ~Graham, Cuthbert & Sloan #NationalLemonadeDay #DebbieLaskeysBlog