Business Management

BUILDING A SERVICE CULTURE

Building a service culture is something I get asked about often. Those words may not be the exact ones used, but it is what they mean.   It more often is asked as: How can we improve our teamwork? How do we instill a mindset of customer service? What is needed to tear down “silos” in…

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THE ONE THING YOU CAN’T DO FOR YOURSELF

The one thing you can’t do for yourself… is to coach yourself. Here’s why. You can’t see what you can’t see. Everyone has blind spots. A coach can be an extra set of eyes to assist you in “seeing” and understanding things going on in your organization, marketplace, or even within your leadership team, that…

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The First Three Answers You Need Each Week To Run A Business

At times in my career I was asked to take the helm of organizations that were struggling. Sometimes it required a turn around. Other times a jumpstart out of malaise. Either required a closer than usual monitoring of financial performance. Here are the first three questions I asked each week. Do We Have Enough Cash?…

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Purpose: The Big Why

As a CEO coach, I’m often called on to help address a specific problem. But as the solution is identified and put in place we then turn to how the problem occurred, or more often, why. The answer to why is someone made a decision (or didn’t make a decision) in line with the company’s…

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Herding Cats

Ever and feel like you spend a lot of time “herding cats.” Do you spend time wondering: Why don’t they just do what they are supposed to? Why do I have to do all the thinking around here? Why can’t they just do what they are told? Before you start banging your head against the…

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How To Implement The Three Questions

The Three Questions work because you are creating and reinforcing a relationship with your customer. And you are paying them the compliment of asking their input. Everyone likes positive attention – so be positive! Don’t act like you are a burden to them. You are asking their opinion on a few things. It makes them…

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Are You Leading Or Complaining?

My son played basketball in his teens, and one day I was searching the Internet for a summer skills camp. I came across a video of a coach teaching his players. The coach on the video said leadership is the entire team’s job, not just one person’s. You need to know the play. You need…

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The Important Question Most CEOs Can’t Answer

“What is the name of your banker?” “Chase,” she responded. “Not your bank. Your banker.” Most CEOs I work with have no idea who is responsible for their banking relationship. And that’s a problem. Your banker is often the best source of short-term capital, critical to bridge the costs of your company’s growth. To buy…

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Managing The Two “Black Holes” of Business

Marketing and Customer Service are the two “black holes” of business. Both are critical, but neither is ever complete. Unlike more tangible areas of work there is no “quota” to exceed, there is no “inventory” to manage, there is no “work order” to complete. But no matter how much is invested in Marketing and Customer…

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