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Every year we have a Glass Doctor Conference that includes “Tracks” for our Technicians, for our Customer Service People and for our Franchisees. We’ve been planning this for several months and look forward to all of us gathering at the Hyatt at DFW airport in early March.

We had a convention committee meeting earlier last week with three of our franchisees. On Friday we looked at what our agenda might be. The more we talked the more I realized that I had made a huge mistake – I didn’t pay attention to the details of what we were doing each day.  Because of this I made the decision to take some of our technicians out of the field for two days instead of simply scheduling their involvement on a different day so they might not have any time out of the field whatsoever.


I looked at the 8-foot white board directly across from my desk and saw that I originally had the schedule correct. In fact, I had the word “Tracks” next to “Saturday.” I’m not sure why I made the change. But, I did.

I love to reflect on who and am vs. who I was. I’m not sure what I would have done years ago.  I’m sure, though, that I would have never done what I did last Friday. I made that change that was necessary and did a video to our franchise network apologizing for the mistake.

It is hard to admit our mistakes, isn’t it?  Especially the big ones that inconvenience others. I believe that Dwyer Group’s Code of Values . . .as well as writing this Leadership article weekly . . . has made me a much better person and Leader. This isn’t to say that I don’t still make mistakes. I do. Big ones at time. Just less frequently.

Charlie “Tremendous” Jones made the comment: “You will be same person in five years as you are today except for the people you meet and the books you read.”  This sure holds true in my life and I’m betting it does for you as well.

We have a group of people who either walk, run and bike at 8 a.m. each Saturday. Mary Kay and I rationalize that one hour of slow walking justifies a great breakfast with the group at 9 a.m.  The people that we hang with each Saturday have become close friends. They are also people who I not only like – but really respect.

Some of us did a mission trip together. Others of us did a half marathon walk together in Grand Cayman. (I had never even walked 5k – much less 13.1 miles).  This group inspires each other without the need to challenge each other.

This group also has no problem apologizing when they do something wrong.

Have you done anything this week that you need to apologize for doing?  I promise you this – you will be proud of yourself when you apologize.  You’ll also realize that you are becoming a better Leader. What a great feeling that is!

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