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T Paul Thomas

Ask the CEO: Exceptional Customer Service

Most of my columns are based on experiences I’ve had with my former companies. Most of my organizations were in business-to-business selling, so my experience with retail is relatively limited to personal buying experiences. That being said, I think many of the practices I used still apply to today’s small business, or any retail business. […]

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T Paul Thomas

Can You Learn to be a Great Manager? 

My column last month was titled, “Five Habits of Great Managers.” I always re-post my columns on social media and that column had by far the most views of any column I’ve ever written. In addition, I received a long list of emails about the topic. One of the most interesting questions I received was, […]

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T Paul Thomas

Do Two Things to Get a Raise or Promotion

Every month, when I hear from the Flagstaff Business News editor that it is time to submit my column, I look back over the emails I have received, or the discussions I’ve had with business leaders, or just something I’ve witnessed in my day-to-day work. For this month’s column, I didn’t need to look beyond […]

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T Paul Thomas

You Did Not Get to the Top All By Yourself

This was an interesting week for me at Northern Arizona University. Two things happened that reminded me our successes are not the result of our individual work and effort. Our successes are the result of others who have reached out and helped us climb the career ladder. The first thing that happened was a student, […]

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T Paul Thomas

Is it My Fault That Company Morale is Terrible?

I have been extremely fortunate during my life to have had a wide range of jobs, from delivering newspapers to helping the poorest of the poor in Kenya to leading a $130 million public company. One of the greatest opportunities and challenges is being an executive director/CEO/president of an organization. With all the personal and […]

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T Paul Thomas

How Will You Treat Me After I Resign; Does it Matter?

As a manager, one of the worst things we can hear is, “I’m quitting” from one of our employees. Our immediate thought is that we are already over-worked and understaffed. Then we start thinking about the hassle of recruiting, and trying to find someone qualified to accept the pay for the cost-of-living that exists. Let […]

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T Paul Thomas

When Should I Fire an Employee?

A couple weeks ago, I had lunch with a local CEO that was going back and forth over firing an employee. She was reluctant for two reasons: the employee was in a key position and she was worried what impact it would have on the organization and senior team. Also, the employee had been loyal. […]

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T Paul Thomas

My Employees Don’t Like Me

One of my former students came back to Flagstaff for homecoming weekend. She stopped by my office to let me know how things were going since she had graduated. She asked if I had any advice for two issues she was having. One was that she wasn’t learning new things as fast as she wanted. […]

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