In her new book, Make it, Don’t Fake It, Sabrina Horn gives us insights and wisdom gleaned from years of working with executives and other influencers about how finding the right thing to do comes out of authentic integrity. The book is essentially a road map for leading with purpose and transparent values. And it … Continue reading Book Review: Make It, Don’t Fake It by Sabrina Horn

For a lot of people, customer service means making a call or going to a counter to make a return, get a refund, or make a complaint. But that’s only a small slice of a much larger world.Customer service is what every company does (or doesn’t do) knowingly or unknowingly. It begins the moment a … Continue reading Customer service IS the work.

Imagine you’re a customer and you are on a company’s website. You see a tagline that says, “Customers are our priority.” How do you feel? More confident? More trusting? More important?Now imagine the same scenario, but this time the tagline is “Customers are our priority ... because they pay us.” Now how do you feel? … Continue reading What’s your tagline?

“One of the key reasons people don’t serve each other in organizations is because they’ve been told to serve something else. Usually it’s targets or goals.” -Joel Bailey, Director of Product and Service Innovation, EY Seren Imagine a professional sports team who gives every player a financial bonus for hitting certain individual goals but no … Continue reading The magic bullet for great service. It’s not what you think.

“It’s easier to make products and services for the customers you seek to serve than it is to find customers for your products and services.” Words of wisdom from the book This Is Marketing by Seth Godin.This is all about being curious and listening. If we don’t know our customers, we cannot serve them. And … Continue reading Business is not about persuasion, it’s about provision.

Someone asked me once, “why should I be kind?” My answer? Because you can. Isn’t that enough? You can be kind. You can be of some service. You can make things better. You can. Of course, I guess you can be unkind. But why? What’s the benefit in that? It’s not to feel good, we’re … Continue reading Why should you be kind?

People want to know, are we naturally selfish or naturally giving? What is our innate tendency? From everything I’ve read, it seems we are both. And both of these extremes are constantly vying for attention. The question is, how can we tilt the balance a little more to the side of unselfish because unselfish is … Continue reading To give or get, what comes natural?

If I had to choose a single behavior that would help businesses up their service game, it would be “curiosity.” Curiosity is that strong desire to learn. It’s that need to find out more and dig deeper to get to the root of problems. It is, quite simply, what lies at the root of being … Continue reading Curiosity – a service superpower.

“What do I need to do to keep my customers coming back and my employees not looking for other jobs?” Ah, the cry of so many business owners. Why are customers so fickle? Why do employees have no loyalty? You have a great product and you do your best to provide service. You pay fairly … Continue reading What simple change of mindset can change your business and the lives of your customers and employees?

“I am a leader in my organization and I am not getting the results I would like. I tell people what to do but things don’t happen. It’s like my people don’t hear me. What’s your advice?” These were the words of an old colleague who sought out my counsel. Leadership is one of those … Continue reading The one thing directive leaders need to change to be more effective.