Sometimes they are, it can’t be denied. They rant, they rave, they throw tantrums. And often, it’s over something that isn’t really a problem, it may be an inconvenience, but put into life-issue context, not really something to get so incredibly worked up over. Regardless, they want satisfaction … and maybe even a drop of … Continue reading Customers are ridiculous.

Years of business industrialization have made us compliant grinders, working to appease bosses and boardroom execs. We get up, log in, do what we are told, "produce, produce, produce," and when the whistle blows, punch the clock, log out, and prepare to do it all again.  It’s safe. It pays the bills. Just don’t rock the … Continue reading What’s holding you back?

One critical thing all customers want is to get the job done they came for.  And while this sounds easy enough, it is critical to understand that it means more than just job done. It is not just accomplishing a task and making a transaction.  Think about a surgeon. Is job done just completing the … Continue reading Job done means more than job done.

No matter what you do or what product you provide, you will, at some point, have to interact with people, namely customers. And that interacting can be approached in three ways: 1) generically, 2) with hospitality, or 3) with unnecessary hospitality.  Generic interaction is rote. It’s the minimum. It’s most likely scripted. It’s a facade … Continue reading Three types of interaction. The right kind can up your game.

What is competence? That’s easy. It’s having ability. It’s having knowledge and skill. It’s knowing your work. It is about pushing the right buttons at the right time. It’s wiring the house so the lights work, nothing burns down, and no one gets killed. It. Is. Important with a capital I, maybe even a bold … Continue reading Are you competent or half competent?

What do you think of when you hear the word professional? Doctor? Lawyer? Teacher? Engineer? Accountant? Nurse? Pharmacist? Chef? What about mechanic … waiter … bartender … cook … customer care representative? Did you balk at the second group? If so, why? What makes a professional? Two things. Competence. A professional knows what they are … Continue reading What is a professional?

Confession: I am not a fan of Ayn Rand. I am not a fan of her thinking, her philosophy, or those who rabidly promote it, and I have resisted writing about her for a long time. Now, though, I find it necessary as the flag of her philosophy is more regularly hoisted high and used … Continue reading The blight of Randian thinking. A warning for us all.

Businesses are in the business of creating and delivering value. I think most business leaders would be okay with that statement. But what does it really mean? What does it mean to create value? Value is anything people need/want that helps them and benefits their lives in some way. If you’re a tailor, the value … Continue reading Value, the linchpin of business.

Consistently delivering the product you said you would deliver is a worthy goal for any business. The problem, though, is that delivering is only half the work of providing good service to customers. Service has two components: 1) delivery (getting the job done), and 2) hospitality (how it makes people feel). Most businesses focus primarily … Continue reading Hospitality is part of business. Get used to it.

Consistently good service doesn’t earn raving fans. Consistently good service that consistently improves is what does that.  Why? Because continually getting better sends a message. It says you are dedicated to the ongoing well-being of customers. It says you have integrity. It says you care about more than yourself.  To customers, that’s a welcome difference. … Continue reading Want fans? You probably need to make a change.