Consistency. Why is it so desirable? Because we love our big comfy couch. We love what we know. We love to know what we can expect.  But dark alleys? No. Dark alleys are scary. What’s around the corner? Who knows? It’s scary. When a business is inconsistent, it’s a dark alley. Customers don’t know what … Continue reading Dark alleys are scary. Don’t create them. 

Innovation. We need it. People want it.  Why?  To make things better. To make life more beautiful. To cure ills. To help us do things that need to get done. To help us see what has yet to be seen.  Where does it come from?  From leaders of course. Not those in authority. Leaders. People … Continue reading Dismissing voices won’t make you better.

Cyrano de Bergerac wasn’t a fake, Christian was. Roxane fell in love with a façade. She fell in love with a stand-in.  When companies force employees to communicate mandatory, scripted responses, they’re creating a façade. It’s not real. The person speaking is a marionette, an actor. Relationships don’t work well acted out, they work well … Continue reading Get real, dude. It’s what customers deserve.

Your customer-facing employees should never have to struggle with balancing customer advocacy with company loyalty. If companies and their leaders would be customer advocates, as they should be, there would be no conflict.  It’s when leaders are inwardly focused that it becomes hard for those who look outside. When you see only what you want, … Continue reading You need advocates, but not for you.

I get tired of so much of the “I created this AMAZING sales funnel gizmo super-duper widget package for launching your business to success” emails I often get after attending one of those misleading webinars I initially thought might be interesting or might have a few practical nuggets I could apply. I feel dirty just … Continue reading Push or Pull. It’s your choice.