What do you do when you make a mistake? Do you 'fess up and say you did it but will do your best to ensure it doesn't happen again? Or do you try to make it appear as if it were some strange anomaly that is so rare that it doesn't deserve comment? We all … Continue reading Is your business human?
Uncategorized
Consistency
Do you have a drink you really like? Imagine buying a six-pack of that drink and when you open one and take that first taste it is completely different from the drink you thought you loved. Now you might think that perhaps that one was just off or a mistake so you open another to … Continue reading Consistency
Signs, Signs, Everywhere Signs
Do you remember that song "Signs, signs, everywhere signs?" It got me thinking about signs and how they communicate. I am often surprised that we don’t have more traffic accidents than we do. Think about how many times you have been confused by how traffic signs communicate information. There are so many assumptions that get … Continue reading Signs, Signs, Everywhere Signs
Do you need a rule to do what’s right?
I saw an article this week in USA Today about a federal government rule that says airlines have to give customers 24 hours to make a change to their flight reservations. I think it says a lot about how much these companies care about customers if they have to have a rule established that provides … Continue reading Do you need a rule to do what’s right?
What’s Your Business’s Focus?
I had a power outage the other day. After 27 hours of darkness, heat, and complaining kids, the electric company finally repaired things and got me and my family up and running again. However, I quickly found that for some reason my internet, phone, and TV service had been damaged by the incident and no … Continue reading What’s Your Business’s Focus?
What’s Your Mission?
I recently had a problem with my air conditioning and had to call the HVAC repairman to come over and fix it. Now, my HVAC guy is really good and he takes care of his customers. He goes out of his way for loyal customers and does everything he can to communicate with you and … Continue reading What’s Your Mission?
Would People Miss You If You Were Gone?
Would people miss you if you were gone? This is the big value question. Businesses talk about value all of the time yet they typically equate it with price. However, value is not about price, it's about getting what you pay for, it's about being valuable for something, and valuable enough that people will pay … Continue reading Would People Miss You If You Were Gone?
“Me, Me, Me” or “We, We ,We”
I was talking to a college professor friend of mine the other day. He had just come back from an international trip where he had facilitated a student experience. During our conversation, he relayed his dismay at how little his students seemed to be grateful for. The trip he took was to an impoverished area … Continue reading “Me, Me, Me” or “We, We ,We”
We’re Here for Your Success
I was in airports a lot in the last couple of weeks and got to see both the best and worst of service, mostly the worst. It seems airports and airlines in particular are rife with challenges with regard to service. One of the biggest challenges I see is a certain sense of entitlement that … Continue reading We’re Here for Your Success
Priorities
What are your priorities? Do I need to ask? If I look at the actions of you or your organization, shouldn’t I be able to determine your priorities in life or business? In my experience in the business world, it seems most companies talk about their priorities something like this: Customer satisfaction Employee satisfaction Product … Continue reading Priorities
Neal Woodson 