Highfill Performance Group

I wish all leaders could meet the people who work for them during a tragedy. I know that sounds weird, but experiencing people’s behavior during the earthquake and hurricane has reinforced my belief that we are inherently good. Here’s what leaders need to remember about people, based upon my experience following Irene: Jimmy, who works at [...]

Many of you know from past blogs that I have a thing for cars. It’s kind of an illness. Every couple of years I trade one in, and the only reason I’m not financially destitute at this point is a lovely creation called CarMax. Jimmy Hill is my CarMax salesperson. He’s sold four cars to [...]

From Dan Collins, A Simple Guy The following article is from a friend of mine and great leader named Dan Collins. This is the story of the day he met Coach John Wooden. “Talent is God given. Be humble. Fame is man-given. Be grateful. Conceit is self-given. Be careful.” John Wooden There are some men [...]

We spend millions trying to find ways to improve our service quality within the organization. We bring in consultants (and I love you for it), we develop new training, but often we forget that every interaction a client has withour company forms an experince that they’ll either remember positively or negatively. Client experience author and [...]

My internet was down, again. No big deal, I only rely on my internet connection for my livelihood, and this was the third time in a week that it had gone down. Our phone lines were also down, which was not a surprise since we had lost phone lines at least six times in the [...]

 During my life as a preacher’s kid I remember a church we served that was beautiful, but the neighborhood around it had slowly become a high crime area. Within this neighborhood was a charming slum lord (yes, I’m being snide) that ran a series of apartment buildings that housed mentally ill people released from psychiatric [...]

  The following story is taken from the book The Starbucks Experience – 5 Principles for Turning Ordinary into Extraordinary by Joseph Michelli. For some reason everyone realizes how important their name is to them, but companies fail to realize how important names are to their customers.  _________________________________________________________ Welcoming people by name and remembering them from [...]