Business Moments

There are moments in leadership that should stop us cold, moments that show us with absolute clarity what happens when communication and emotional intelligence are missing from the people we've put in charge.

Many of today’s leaders are asking the same questions:

There’s a moment in every leader’s life when the noise quiets.

Have you ever walked into a meeting and felt a shift in the air? Not because of what was said, but because of what wasn’t?

Last week, I found myself standing on the edge of the ocean in Rocky Harbour, Newfoundland, surrounded by 30 community leaders from across the Maritimes. We were there for the ACTivate program, a community development initiative run by GMIST and the Coady Institute, but what we learned had nothing to do with spreadsheets or strategic plans.

Last week, while grabbing a coffee on my way to a meeting, I watched a moment unfold that’s become all too familiar.

True leadership has nothing to do with titles and everything to do with how you treat people when no one’s watching.

People rarely tell you the real reasons they leave.

I was conducting a guest glimpse, my version of mystery shopping, at a vineyard bistro when I witnessed something that crystallized years of observation into a single moment.

When was the last time one of your employees came to you with a thought, an idea, or even a frustration? In busy workplaces, it's easy to see those conversations as interruptions, another item on an already overwhelming to-do list. Yet here's the truth: every time an employee speaks up, they're handing you an opportunity wrapped in workplace conversation.

As we move from the long light of summer into the crisp rhythm of fall, everything feels a little different.
The days are shorter, the air is cooler, and routines have begun to shift. That change doesn't just happen outside our windows, it shows up in our workplaces, too. Energy dips, morale shifts, and the pace that carried teams through the summer season needs new attention.

The service industry has a scheduling problem. But it's not what you think.

Leaders love to ask questions of their employees.

This morning, a longtime colleague and dear friend reminded me of something I can’t stress enough: no two people on your team think, learn, or communicate in the same way.

Leaders love to talk about morale, how important it is, how fragile it can be, how quickly it rises and falls. But here’s the truth: you can’t buy morale, and you can’t fake it. You build it, moment by moment, with every interaction you have with your team.

If you’ve ever played Candy Crush (and let’s be honest, most of us have, even if it’s been “just for a minute”), you know the thrill of clearing a level that’s been frustrating you for days. You also know the sinking feeling when you’re stuck, watching your moves run out, and you just can’t quite get to the goal.

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What your tone is actually doing to your team (spoiler: it’s not what you think)

With 30+ years of leadership in service-based industry, I help businesses turn everyday interactions into unforgettable experiences, starting with how they lead their people.

Each week I share stories, strategies, and straight up truth from over 30 years on the front lines of leadership. Whether you're running a café, managing a shop, or leading a team behind the scenes, you’ll find practical insights to help your business grow stronger, your people feel seen, and your culture rise to meet the moment.

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I want to talk about why this matters.

Tuesday night, in the middle of our HirePower leadership session, someone had a moment.

We’ve all got that one place.

What if we stop pretending that salary means sacrifice.

Let me tell you a quick story.

“Failure we can do alone. Success always takes help.” – Simon Sinek

Every workplace has one, or at least, they will at some point.

Can we talk about something that’s quietly sabotaging your hiring efforts?

It’s hiring season.

Right now, everywhere you look, businesses are advertising "We're Hiring!" window signs, social posts, website banners, opportunity is everywhere.

“Structured reality therapy” is an approach that Dr. Wm. Glasser developed and used for marriage counselling. Like some other aspects of Choice Theory, the process sounds almost simplistic; essentially it begins by having both people answer five straightforward questions.

Imagine If You Had an Employee Appreciation Department.

A quick note before we go further:
While this conversation is rooted in hospitality, the message applies beyond. If you’re a manager, owner, or leader in any sector, simply swap out the word “hospitality” for your own.

You’ve heard the phrase.

You’ve hired the right people. You’ve invested in training. You’ve got systems in place.

Ever feel like your organization is stuck in a loop, continuously hiring leaders who just don't seem to fit? You're not alone. Too many businesses repeat this costly mistake, not because they don't want to hire great leaders, but because the hiring process itself is fundamentally flawed.

Service-based businesses often hit a wall when it comes to growth.

In hospitality and customer service, the little things aren't little at all, they are the foundation upon which every successful business is built.

Businesses across Nova Scotia’s South Shore and beyond are feeling the pinch, fewer job applicants, higher turnover, and teams that just aren’t sticking around. But here’s the truth: employees don’t leave jobs; they leave bad leadership.

If you’ve ever been short-staffed on a busy shift, you know the value of having reliable, knowledgeable employees on your team. Here’s the thing, there’s an incredible talent pool out there that too many businesses overlook: senior workers.

For many frontline workers, the struggle for fair scheduling isn’t just about getting enough hours, it’s about stability, respect, and the ability to maintain a work life harmony.

No matter how great your company culture is, some of the people you hire will eventually move on. Career changes, new opportunities, or even personal circumstances will lead employees to resign.

I’ve come to understand a fundamental truth: tourism is not just about travelers; it’s about the entire community. Whether you work in a hotel, run a café, operate a gas station, or balance the books as an accountant, the success of tourism impacts us all.

When faced with a decision about spending money, it’s so easy to focus on the cost. Whether it’s a $100 fee to join your local chamber of commerce, $1,000 to bring in an outside expert, or $10,000 to overhaul your business culture, the question often boils down to, “Can I afford this?”

Imagine you’re starting a new job. The first day comes with a mix of excitement and anxiety. Will you feel welcomed? Will you know what’s expected? Will this be a place where you can thrive? For employees, these early days are pivotal, and for businesses, they’re make or break moments.

I’ve come to understand a fundamental truth: tourism is not just about travellers; it’s about the entire community. Whether you work in a hotel, run a café, operate a gas station, or balance the books as an accountant, the success of tourism impacts us all.

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Take a walk down the bread aisle in any grocery store. What do you see? Dozens of brands offering the same basic product, white bread. Yet each brand tells its own story. Some promise nostalgia with "just like grandma made" packaging. Others cater to health-conscious buyers with organic, non-GMO labels. Some boast unbeatable value. They’re all selling the same type of bread, but their success lies in one key difference: they know how to stand out.

What if we focus on employee retention and training as the foundation for business success?

In the world of business, there’s a universal truth: people make the difference. Whether you're running a boutique hotel, a cozy café, or a corporate office, the quality of your employees can make or break your success.

Performance reviews have their place, but let’s be honest - they aren’t the magic wand for building an engaged, high-performing team. Sure, they provide structure, benchmarks, and a chance to evaluate progress, but if you’re only talking to your team about their performance once or twice a year, you’re missing the mark.

Keeping your team motivated during the quiet winter months

Why Business Excellence Awards matter to our community

Welcome to Coffee Talk, your weekly dose of inspiration, practical tips, and fresh ideas for thriving in the fast-paced service industry world. Whether you’re running a bustling boutique or café, managing a hotel or a hardware store, leading a team of dedicated professionals or climbing the ranks, this column is here to spark conversations that move the needle for your business.

Creating experiences that guests remember - and return for - is simpler than we might think. The Peak-End rule reveals that people recall the most intense moment (the "peak") and the final interaction (the "end") over the entire experience.

In today’s world, one of the most powerful influences on a potential customer isn’t necessarily the quality of your product or service - it’s what others say about it.

It’s the time of year on the South Shore where businesses face a familiar challenge: What happens when the busiest season winds down? Some choose to close their doors until the next season, others stay open, navigating quieter months with creativity and determination.

Why micro-moments can transform your workplace
Many of us say “It’s the little things that count” when we’re talking about relationships