Resources

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My Book

The Profitability Edge by Debbie Barber

Ten Challenges. One Framework.

Revenue alone does not create a healthy business. Profitability is shaped by the customer experience, operational decisions, and everyday practices that determine whether revenue is retained or quietly lost.

The Profitability Edge examines business performance through four connected lenses:

Revenue & growth
Loyalty & advocacy
Operational efficiency
Brand visibility and consistency

AVAILABLE ON AMAZON

Guest Experience & Service Culture

Be Our Guest — The Disney Institute

"Our front line is our bottom line."

Disney's renowned service model: attention to detail, proactive guest service, and immersive experiences applicable for any business building a culture of excellence.

Unreasonable Hospitality — Will Guidara

"Service is black and white; hospitality is color."

How thoughtful, unexpected gestures transform customer interactions. Restaurant-born principles that apply to any service-driven business.

Raving Fans — Ken Blanchard and Sheldon Bowles

"Just having satisfied customers isn't good enough anymore. If you really want a booming business,

you have to create Raving Fans."

How to create loyal customers by defining a clear service vision and consistently exceeding expectations.

LEADERSHIP & TEAM CULTURE

Gung Ho! — Ken Blanchard and Sheldon Bowles

"People who are truly in control work for organizations that value them as persons."

Three principles for leaders building a motivated team: meaningful work, trust and empowerment,

and celebration.

Flawless Execution — James D. Murphy

"Do not issue marching orders to head for the finish line until you have told your team where the

finish line is."

A former fighter pilot's Plan-Brief-Execute-Debrief cycle, adapted for leaders who want precision and continuous improvement in how their teams deliver.

COMMUNICATIONS & OPERATIONS

No-Fail Meetings — Michael Hyatt

"Syncing up your team for success takes three things: contact, communication, and connection. A good meeting covers all three bases."

Five steps to transform meetings from time-wasters into focused, action-oriented conversations.

No-Fail Communication — Michael Hyatt
"Your communication is a success the moment the other party knows what you know."

Identifying common workplace communication breakdowns, and simple strategies to make sure messages are understood and acted upon.

The Age of Agile — Stephen Denning

"…the [Agile] organization is less like a giant warship and more like a flotilla of tiny speedboats."

Agile principles, born in software, applied to any service business looking to improve responsiveness and collaboration.