I went in a Chick-Fil-A the other day as my son had a craving for one of their sandwiches. I was astounded at how busy they were. There was a line of cars wrapped around the building and inside there was a similar line of people waiting to order. And none of this was because … Continue reading Defining Roles and Actions Makes the Difference
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Purpose
I was watching TV the other day and I saw an ad for a bank that’s part of a larger campaign where they show customers and employees in short vignettes talking about why they like working with or for the bank. As expected, these vignettes are touching and give you that warm feeling, which, of … Continue reading Purpose
We need more Wendys.
I recently experienced one of the nicest flight attendants ever; I unfortunately did not get her name so we’ll call her Wendy. She went through the normal routines that flight attendants go through, you know, smile, “welcome aboard,” check that seat belts are buckled, and all the safety messaging. The difference was the way she … Continue reading We need more Wendys.
Go for Extraordinary
A while back, I attended a Franklin Covey class called the Five Choices to Extraordinary Productivity. While focused on getting more focused and efficient, it yielded many additional lessons. Indeed, there are five Choices, 1) Act on the Important, 2) Go for Extraordinary, 3) Schedule the Big Rocks, 4) Rule Your Technology, and 5) Fuel … Continue reading Go for Extraordinary
Get Aligned and Get Well
“If it weren’t for customers, I could get something done.” How many times have you heard that or something like it? Maybe you have, maybe you haven’t, but why do so many companies say it. They may not say it in actual words but they do say it in their actions. I am a customer … Continue reading Get Aligned and Get Well
For Better Results, Turn Selling Into Serving
There is a current TV ad with Russell Wilson, quarterback for the Seattle Seahawks, playing with some children and they are picking teams for some sort of game (https://www.youtube.com/watch?v=F6dJEA1TeQA). Each team captain begins picking players, and surprisingly, Wilson is last to be picked. On first look, you wonder how someone so obviously advantaged could be … Continue reading For Better Results, Turn Selling Into Serving
Make the Journey Easy
Making it easy to do business with you can be a key differentiator between you and your competitors. The following four tips have been pulled from the book, The Effortless Experience, an excellent book that goes into exhaustive detail on the subject of making service experiences easy. Help customers solve their problems in as few … Continue reading Make the Journey Easy
Sales or Service, You Decide
Is your organization sales-centric or service-centric? Typical responses sit somewhere on the fence, “We want to provide the best service experience while maximizing every sales opportunity.” Nice, but it is important to decide because it will influence the experience your customers have and the decisions your organization makes. One quick and easy way to discern … Continue reading Sales or Service, You Decide
Stop with Band Aids. Fix the Real Problem.
There is so much talk these days about improving the customer experience and it is probably warranted. Think about it, how is your typical experience? I find it pretty average and lacking in what makes me want to advocate for a business. Only once in a while do I come across an experience that makes … Continue reading Stop with Band Aids. Fix the Real Problem.
Winning In Business As a Family
Back in early August, I watched the NFL Hall of Fame Enshrinement ceremony. I find it inspiring to hear these men who have achieved the pinnacle of their profession speak about how they got there and who helped them along the way. One of the things that struck me was how many times these men, … Continue reading Winning In Business As a Family
Neal Woodson 