Culture

YOU ARE WHAT YOUR CUSTOMERS SAY YOU ARE

Years ago I joined a company just as they were preparing to launch a new (and expensive) marketing campaign. A focus group comprised of a dozen customers was invited to preview the campaign. As the new executive, I was asked to attend. The central message of the campaign was “innovation.” Its focus centered upon all…

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WHAT IS THE FIRST THING YOU LOOK FOR WHEN HIRING?

I had lunch with a friend the other day, a local business owner.  She was frustrated with her employees, who never seemed to know what she really wanted.  They required constant direction and even micro-managing. I asked, “What is the first thing you look for when hiring?” She was a bit surprised by the question,…

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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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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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Be Nice

A while ago I was contacted by a couple of people I know who wanted to meet to discuss my interest in becoming the new CEO of a company. They were investors and board members of the company.   I had already heard the company had severe p programs. But to my great surprise no more…

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A Powerful Tool and Underutilized Tool for Business Leaders

It Is Lonely At The Top Yeah it’s a cliché, but it’s also true. I’ve mentioned this in several postings because it is something every CEO has to deal with to achieve clarity and peace of mind. One underutilized tool to help with this is a CEO peer groups (also called CEO roundtables). A CEO…

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Super Hero or Super Team

One of my clients had a short-term opportunity in his line of business as a result of external forces (think demand for gas generators and bottled water after a hurricane). And they jumped on it to take full advantage. They worked all weekend to get the extra product and then had a long week fulfilling…

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It Takes Character

In the past couple of years a motivational posting has appeared on LinkedIn and other social media site stating the “10 Things That Require Zero Talent.” If you haven’t seen it, the list is: Being On Time Work Ethic Effort Energy Body Language Passion Doing Extra Being Prepared Being Coachable Attitude And the posting is…

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