What do customers want?You might say great products or great service or even low prices. And while all of these may be things customers want in one way or another, ultimately, they simply want to get some job done with as little hassle as possible. Yes…it’s that simple.So, how does a business do it?There are … Continue reading What customers want and what you must do to make it happen.

Why is service a heroic necessity for success? To begin that discussion, we must define a few things starting with the purpose of business. What is the purpose of business? While there are myriad opinions, it is actually quite clear and simple. The true purpose of business is to help people accomplish things they don’t … Continue reading Service, a heroic necessity for success, in fact, your business will die without it.

It’s that time when we all sit back and count our blessings. It’s a good time. It’s a reminder of all the things we have and don’t have that make our lives what they are. And when you really think about it, most of the things to be grateful for are not things, they are … Continue reading Tis the season to be grateful. So, go do it.

How do you view others? Do you see them as 1) problems that get in your way or a means to help you get something you want, or do you see them as 2) people with problems and needs who you might be able to help? When I pose this question to people, most respond … Continue reading How do you view others? Here’s how being clear on that and acting in response can change your workplace.

Not everybody wants a high-touch experience. Realizing this, the retailer Flannels listened and took action, and it wasn't that difficult. They simply provided two different color baskets for shoppers. One was black signifying a desire to get assistance. The other was white denoting a desire to shop alone without any help. This is a great … Continue reading If you want to better your customer experience, listen and make change …now.

Compassion. The desire to take action to alleviate the suffering of others. It’s touchy-feely. It’s what charities and religious institutions do, but it’s too “unicorns and rainbows” for the business world. But is it? Can compassion make a difference in the business world? Can compassion help businesses do better and reach greater success? According to … Continue reading 40 seconds. A cure for burnout and a benefit to business.

I was playing golf once and a member of our foursome who owns his own business asked me what he should tell his employees so they would deliver great service. It did not take me but a minute, I looked up and said, “You have to give a shit.” A little crude, yes, but I … Continue reading How care for more than the work you do can transform your business.

I was having a problem with some software. This meant the dreaded call for help from a call center. After searching the website, with no success, for a number to call for help, I emailed to get a number. Once I got a response, I reluctantly dialed and got through to a nice young lady … Continue reading Four Things That Make Customers Miserable and What You Can Do About Them

Ut Prosim - That I May Serve “Serve to lead; lead to serve.” I use this phrase often, but it leaves some people in a quandary. What does it mean exactly? Let’s break it down. SERVE TO LEAD Leaders are people who get things accomplished by inspiring others to help in the effort. Good leaders … Continue reading If you want to lead, serve. If you want to serve, lead. What? How does that work?

Defection. That’s when customers leave. It’s when they find greener pastures. It’s when they ask for a divorce.  Generally, it’s because customers have an unsuccessful, unsatisfactory experience. Think of that like having a roommate who is regularly late with their part of the rent and is a drag to be around. You start looking for … Continue reading Three Reasons Customers Defect