What is one thing every business wants from customers? More sales, more revenue, and undying loyalty. This is how a business gets consistent income and a foundation on which to grow. This is the ideal situation. However, when customers don’t come back again and again, it is the opposite of ideal. Your growth strategy could … Continue reading No-repeat customers are a sign …a bad one. Here’s why.

Love. It’s in the air, but in business, it’s like Voldemort— “he-who-must-not-be-named” of Harry Potter fame— and treated like something never to be mentioned. Why is that? Why, given that business is essentially a human-to-human endeavor, is love something we quickly run from and dismiss in any business conversation. I remember once in a big … Continue reading Love is in the air …but is it customer love? It can be.

Rant alert: I saw a post the other day that talked about the intersection of sales and service and it set me off. When I saw it, I shuddered at the thought of sales and service being separate entities. I’ve said it innumerable times, “Service is not a damn department!” Service is helping people, and … Continue reading Intersection of sales and service? NOOOOO!!!!

If you are a professional who understands that the age of experience is upon us, you most likely know that your company needs to focus on service excellence or find itself behind the times. However, you may have also found that building this new cultural mindset is difficult. But don’t let that stop you. Don’t … Continue reading What are the first steps I can take to make service-focus the priority in my company?

Upsell. I have never liked the term. It sounds, for some reason I can’t explain exactly, “sneaky.” And even if that is not the intention, it just has a nefarious edge to it. However, I get it. You’ve got customers in your shop, and you want to make sure they know all their options and … Continue reading Upselling. It is time to change its reputation.

Hospitality, what is it exactly? Before we get to a definition, let’s be clear. Hospitality is not just something related to one industry which means it’s not just for hotels and restaurants. In fact, it’s not an industry at all. It’s actually an approach. And it’s an approach that can transform any business. It can … Continue reading Hospitality. It’s not just for one industry, never has been. You should try it.

Once, while playing golf with two friends, we had a man join us to make up a foursome. As he was a stranger, we all introduced ourselves and started to get to know one another. Over the course of play, as is typical, the questions came up as to what we all did for a … Continue reading A change that will change everything. Oh the things you can learn on the golf course.

There’s a new year coming. Are you ready? So many people and organizations start setting goals, making resolutions, and planning, and there is nothing wrong with it. In fact, it is critical for some because it gives them purpose and a finish line to chase. However, keep one thing in mind when you are calculating … Continue reading A new year is coming. Set goals but keep perspective.

I love the holidays. They are a time of year when people take a little more time to be kind. They share a bit more. They dig a little deeper to show love.  I often comment that it would be great if we could do this all year. So, how about it? I challenge you. … Continue reading The holiday spirit all year? Let’s do it.

A friend made a comment to me that serving others puts people in a hierarchy. He said it puts one person over the other. The server who has knowledge or skill is in a position of strength and the served, the person with the need, is in a lower position because they are reliant on … Continue reading Both those serving and those served are getting needs fulfilled, and that matters a lot to our human future.