These Three Questions Will Raise Your Income By 10% (And Customer Satisfaction Too)

Here are three fundamental questions you should ask your customers every time you speak with them. Why do you buy from me? Why did you choose me over my competitors? How can I earn more business from you?   I remember working with one company about to launch a new marketing campaign. We had called several clients in for an early …

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 Service there is always more …

The Only Thing Worse Than Getting It Wrong

I hate my smartphone. It lets me make and receive phone calls… sometimes. It tells me when I receive a voice mail… sometimes. It receives and sends texts… sometimes even on the same day that I or the other person intends. It helps me keep my calendar… sometimes, but never works when I need to look something up. And the …

A Crisis in Business Identity

A company who hit a business downturn contacted me, seeking my help with improving their alignment and efficiency. The deeper I dug I realized this was not an alignment issue. It was an identity crisis. The company had grown quickly. Their rapid success had the company running to keep up, and the inflow of money hid problems. Money does that. …

The Elephant and the Brown Fur Seals (An Elephant Tale)

The Elephant decides it’s time to start a new employee recognition program by doing this he can personally recognize the staff. He calls this program the Frequent Incentive for Staff Happiness or F.I.S.H. His HR Director quickly puts it in place and has F.I.S.H certificates printed up allowing him to hand them out. Each time he notices an employee going …

Whatever Happened To Wisdom?

I compiled a list of top leadership traits according to business periodicals, educational institutions, and leadership organizations, and “top 10 lists” (with a few social media pundits for good measure). Here are the top 10 leadership traits from my compilation. Communication Decisiveness Honesty Integrity Confidence Passion Vision Courage Focus Humility What I discovered caused me to pause. Not because the …