“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
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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
Rowing together for the people on the shore.
Imagine people in a rowboat where each is rowing differently, perhaps wanting to go in different directions. The boat doesn’t really move anywhere, or at best, moves in fits and starts going slightly one way and then another. In addition, the people in the boat are most likely showing signs of frustration with each other … Continue reading Rowing together for the people on the shore.
Do You Have Commitment Issues?
“You don’t call, you don’t write, I was just a one-night stand to you!” Wow, harsh words I heard in a movie but very true when it comes to customers for many businesses. I have often used the analogy of courting when it comes to the relationship of business to customer. Think about it, what … Continue reading Do You Have Commitment Issues?
A Gesture of Goodwill
I recently went to a little pizza place with my family after a long day down at the Maryland/Delaware shore. Our order was about as simple as it could be, one big cheese pizza. Normally, I am one of those people who like to get a pie with everything but my son assured me the … Continue reading A Gesture of Goodwill
I’m a heretic.
Are there things you hear from time to time that get your hackles up? Well, I heard one of mine recently, “The purpose of business is to make money.” All I can say to that is NO, the purpose of business is not to make money, the purpose of business is to help people. What … Continue reading I’m a heretic.
Neal Woodson 