It was Mark Twain who said, “Action speaks louder than words but not nearly as often.” This has become my favorite saying, both with regards to customer experience and to life in general.

Editor’s note: Here’s part one.

Leadership is inherently about communication. Your ability to communicate well with your team, your boss, your co-workers, and anyone else around you can make or break your career as a leader.

A few months ago, my family received a personal reminder of the importance of quality in the skilled-nursing profession. It was delivered as my elderly father was transitioning from a hospital to a nursing home.

Editor’s note: Read part one here.

Twenty-five years ago, I learned a wonderfully simple model summarizing the four stages of a change process, whether personal or organizational.