My curiosity first peaked when I heard the phrase, “in any organization, culture eats strategy for lunch”. After 3 years of research on the subject following the scientific method, I’ve constructed and tested a hypothesis that I believe to be true.
While there’s no denying that we love to complain through Twitter and Facebook, people do talk about the great customer experiences they have.
Why your scheduling software might be sabotaging your customer service, and what to do about it.
The path to my current ONE Thing began 24-years ago when the bank changed the locks and put 25 good people out of work.
You paid an extraordinary amount of money to bring that phone call in. Don’t screw it up by being selfish with your language.
"If Columbus had an advisory committee he would probably still be at the dock." - Arthur Goldberg. A committee in small business can be a group of employees or a loose bunch of well-meaning family and friends.
Is it challenging to attract, select, and retain top talent for your business? It may be what you are saying...or not saying, to potential candidates and employees.
A great branding campaign crystalizes the company’s self-identity as much for the owner and his team as to the public at large.
Finders are your hunters. They take a surgical approach to finding the right prospects that need their specific solution. Minders are your nurturers. They take great satisfaction in caring for those that they know and have built a relationship with.
Remember: the people closest to the job have the best ideas on improving it. Are you listening to them?
Over time I have learned a few things that I believe help.
If people do business with you because of your ads, then they’re expecting the buying experience to match the one promised in the ads.
In a world where it seems like every self-proclaimed street corner thought leader has a hot take forged from their Platitudes & Aphorisms Magnetic Poetry set, take the road less traveled by.
Before: Call conversion rate: 25%. Cancellations: 30%. After: Call conversion rate: 70%. Cancellations: 1%. Here’s what we did…
Howard McMann once said of his partner, “He’s slippery, he lies beautifully, and he has a great head of hair.” Legend has it, Tate once told a subordinate “If the client loves it, I love it! If the client hates it, I hate it!”