Mark is recognized globally as an expert on leadership, customer service and organizational performance. A member of the National Speakers Association Speaker Hall of Fame, he is the author of 8 books including the international bestseller, The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary Into the Extraordinary. Mark teaches his clients to BE EXTRAORDINARY™.

Freedom from Religion

The Freedom from Religion Foundation has sponsored some billboards across the U.S. that say “Imagine no religion.” That’s pretty easy. Imagine millions of hours of effort and billions of dollars of aid donated by faith-based organizations suddenly gone. Imagine tens of thousands of homeless people with no shelter because missions are closed, and as many…

The Leader’s Voice

We often use “voice” to refer to a leader’s message and style. Today I’m referring literally to your voice as used in your ability to speak. One of my dearest friends has lost his voice. He is a professional speaker in the advanced stages of cancer and side-effects from the disease have left him unable…

Self-Absorption Stinks

I stopped by the grocery store and as I was parking my motorcycle in the parking lot, some slouchy rider pulls his bike onto the sidewalk near the entrance to park. What’s that about? Maybe he wants the attention. Maybe he’s lazy. Almost certainly he’s self-absorbed. Why does everybody need to walk around his vehicle while…

Improvement without Change

Improvement without change? It doesn’t happen. Not all change is an improvement, but all improvement requires change. I’ve been involved in an effort to improve some significant processes within an organization. Most everyone want to improve the processes; few are willing to actually change them. Recently someone threw up the old “change for the sake…

Inform to Perform

Our family just returned from a trip to Mexico where we’ve visited many times before. This time we stayed at the Princess Resort near Playa del Carmen. Our experience was extremely disappointing despite the beauty of this new hotel. As Darla and I reflected on our disappointments, we realized that probably 80% of the problems…