Recently, I had a problem with a package being delivered by FedEx. I ordered something that I needed for a client meeting and was given a delivery date seven days from the order. That was going to be perfect. The day before the scheduled delivery date, I received a text from FedEx announcing that I … Continue reading Great service starts with giving a sh!t. Really.
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Love changes everything. Why not at work?
This cap is from LOVE YOUR NEIGHBOUR, a label from Switzerland that donates12% of their sales to the homeless. Have a look at their website loveyourneighbour.ch Love. “IT HAS NO PLACE IN BUSINESS.” I hear those sentiments often. But why? Is there some reason that emotion, one of the most fundamental aspects of being human, … Continue reading Love changes everything. Why not at work?
Questions to ask if you want to build a great workplace.
Imagine you are a business leader, and you go to a consultant to put together a team to come in and observe your operation, find areas for improvement, develop a plan, and help you implement it. You walk into the consultant’s office and go over your needs. The consultant offers you two options. “I have … Continue reading Questions to ask if you want to build a great workplace.
Are you and your business accountable? Here is a simple test.
I remember once, when my son was a little guy, he told me he would get his mother a card for Mother’s Day. Then, on the day, he came up empty. My wife wasn’t upset but I was. I told him that this was one special day for his mother and taking some time out … Continue reading Are you and your business accountable? Here is a simple test.
Three tools for creating a great place to work.
I was listening to a podcast the other day and a question was raised about how many CEOs truly want their businesses to have great cultures where everyone wants to work, gets paid well, and contributes their best. The guest on the podcast said that he knew no CEO who would say that that is … Continue reading Three tools for creating a great place to work.
“It’s hard to drop bombs on friends.” …or… How to rehumanize the world of work.
I sat down in a bit of a shock outside the pizza place. A close friend and I had just had lunch where he came out to me that he was gay. I was about 19 and I had never, as far as I knew, known anyone who was gay. I grew up in a … Continue reading “It’s hard to drop bombs on friends.” …or… How to rehumanize the world of work.
Customers aren’t data. It’s time to get radical.
If you are a business leader, look at your calendar. Are there any entries for speaking with customers? “But we send out surveys and get tons of feedback.” Yes, the cry of so many managers who think they can know their customers from looking at a spreadsheet. Imagine you have a friend who asks you … Continue reading Customers aren’t data. It’s time to get radical.
Do you want to create great customer experiences? You need this mantra for creating the mindset.
Forrester, a well-known research and advisory company, has a model where they identify ease, enjoyment, and effectiveness as the three key components of a great customer experience. What does this practically mean to your business? Well, it’s simple. If you are at all interested in creating a great experience for your customers, you need to … Continue reading Do you want to create great customer experiences? You need this mantra for creating the mindset.
What we can learn from an Olympic athlete to make workplaces better.
The Olympics has seen a lot of drama with the pandemic and all of its challenges as well as the heightened stress levied on the athletes. As I listened to the plight of Simone Biles, I shuddered at the thought of the pressure, but it was some comments of Katie Ledecky, the USA swim team … Continue reading What we can learn from an Olympic athlete to make workplaces better.
I’m settling the “customers first vs. employees first” debate right here.
Who should you put first, customers or employees? Go ahead, think about it, I’ll wait. Many say you have to put customers first because they are why you are in business and they deserve your focus and attention. You should base your decisions on their needs. Then there’s the school of thought that says you … Continue reading I’m settling the “customers first vs. employees first” debate right here.
Neal Woodson 